There are many opportunities that the new telecommunications offer us and it is only a question, as always, of being open and consulting with the appropriate personnel.
In this new era, companies are checking how new technologies advance with a giant step around us, making a series of processes, which have been very valid for years, obsolete overnight, forcing us to rethink our strategies and redesign some departments. And of course, any change, no matter how small, costs us effort and is almost always painful, which is why we tend to resist it.
Something about which there is no doubt, is that these new technologies have come to stay, and it is not a passing fad that will be among us for a few years and will finally disappear: many things were said about the Internet in its beginnings, today it is a incontestable reality (and it is still in its infancy); the mobile phone was considered a luxury and status item, available to only a few with the economic capacity to afford it; etc. So we could go listing many others, however, the years pass and not only do they not disappear but they are consolidated and those who bet on them at the time, today enjoy great advantages for having been ahead of the market or at least their competition.
Great changes are taking place in telecommunications and the next 10 years will bring many surprises that we cannot even imagine today, as the development spiral is getting wider and faster. To give some examples that illustrate these changes:
Companies AAAA, BBBB, and CCCC sell the same product to the same market.
In all three cases, some clients call later to ask technical questions about said product but their salesperson is out of the office. In AAAA the call is received, they take note and they pass it on to the salesperson when he arrives at the office, who consults the corresponding department and a day or two later calls the client to solve his doubts. At BBBB, the same call is passed to the technical department that resolves these doubts at the time and they notify the salesperson when it arrives that their client has called for a technical issue. In CCCC, they transfer the call to the salesman's mobile, who talks to the customer and the salesperson himself contacts the technical department in a three-way call, who solves his doubts, while he listens to the explanation.In all three cases, the client has been attended to, but in CCCC the salesperson is aware of his client's doubt and has strengthened his relationship since he has attended him personally, and at the same time he has obtained training that will have an impact on future sales and that it has not cost the company.
Second example: Again three companies AAAA, BBBB and CCCC that sell the same product to the same market. In all three cases, they have detected that they receive a series of calls to ask them questions about technical issues that go beyond the product itself and they decide to hire specific personnel to solve them. In AAAA they have solved it by answering these calls by telephone by the technical staff but only for clients, which represents a significant cost that will only revert to the company's image and if the client makes new purchases. In the company BBBB they have closed the department since they designed monthly bonuses that the client could contract when buying the product, but since they are occasional and unpredictable questions,They have not been successful and questions continue to be asked of the salesperson who does not have the technical training to answer them. In CCCC they have installed an Added Value line with a prefix 807 (until now they were prefixes 906) on their own switchboard that, at practically no cost to the company, opens up not only a new additional service but a new line of business to offer nationwide, since the customer can access this service by paying only the cost of the call at a price slightly higher than a normal call, and CCCC reverts a part of that price (currently there are three price levels and up to ten).CCCC has offered a new service that strengthens it since it can offer it not only to its clients but to those of its competition and can even have that staff in any delegation or even outsource said staff in case of being overwhelmed by the number of calls, paying for the minutes served and not supporting a single additional salary.
We cannot behave like the famous monkeys of Gibraltar by covering our eyes so we don't see, our ears so we don't hear and our mouths so we don't speak. There are many opportunities that the new telecommunications offer us and it is only a question, as always, of being open and consulting with the appropriate personnel.
Some of our clients are finding solutions in which when we asked them they seemed like science fiction or at least inadequate, but in a short time the evidence has shown that it was a step forward. In the next article I will present many more examples from both SMEs and multinationals that illustrate all this more widely.
When it dawns, the sun rises for everyone, and while some continue to sleep peacefully, others take advantage of the day very early, and of course obtain very different results. Greetings, success for all and see you soon.
