The telecoms industry is changing – five tips to help you stay connected

Annika Howard
Nick Thompson - CEO Phone Co-Op

The Phone Co-Op is the UK’s only telecoms co-operative, owned and run by their customers. Nick Thompson, the company’s CEO, joined us this at year’s Helplines Partnership Conference to talk about the future of the telecoms industry.

Nick shared his insights as to how organisations can successfully navigate the changing world of telecoms.

1. Don’t make people wait

We live and work in a connected world that is constantly changing. The scale, pace and complexity of the change is like never before.

“The 21st Century is the digital equivalent of the industrial revolution and, people’s tolerance for waiting is shrinking”, said Nick.

People want that one bit of information that is going to help them make a decision or take the next step now. They don’t want to wait.

2. Connectivity is key

In order to be able to meet the demand for instant data, connectivity is key. Organisations need to think about where their data is stored and how quickly it can be uploaded and downloaded.

If you think about your office, how many of the computers and phones are wired in? Most will be linked through a seamless mesh of WIFI that covers the building. If that connectivity fails so will your service and productivity.

3. Think beyond the phone

In the past, the quickest and easiest way to talk to someone was by phone but now there are so many more communication channels.

Social media, text, email – all requiring more capacity in terms of bandwidth, quick response times and pose new challenges for organisations choosing to adopt them.

4. Proper preparation

“Every organisation needs a road map” explains Nick. A plan, or a blueprint, that will help to keep the organisation focused on their journey, where they are going and how they are going to get there.

Part of the planning process should involve your stakeholders, the very broadest set of stakeholders.

“Don’t shy away from the difficult ones” says Nick, because they are the ones who will highlight the problems that need ironing out.

5. Focus on security

The nature of many organisations, and particularly helplines, means much of the data collected is personal.

There are people who want to access that data, hackers, who are always looking to attack. Organisations must be alert to the risks they face around their data and put measures in place to mitigate those risks.

More information

Thank you to Nick for being the Headline Speaker at this year’s Helplines Partnership Conference. If you would like to find out more about The Phone Co-Op and the services they offer, you can visit their website.

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