Convergys - Mobile operators must meet customer expectations

Mobile phone operators could earn higher revenues if they offer excellent customer service, according to a new study.Research commissioned by Convergys found that nearly one in five people would be willing to pay extra if they were guaranteed a responsive and high-quality level of service from their provider.Respondents to a survey said they were not interested in personalised offers and deemed speedy access to clear information their priority.Hean-Herve Jenn, president of the international division at Convergys, commented: "This shows that customer service can drive operators' revenues from mobile content."The study also showed that mobile operators could potentially earn higher revenues by educating consumers about some of the handset functions, such as their wireless internet capabilities.Convergys is among the organisations taking part in this week's Mobile World Congress in Barcelona.The company is to make the quality of customer service one of the main themes of an address to industry officials at the event.
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