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The State of Customer Outreach: Top Ten Findings for Telecom


According to the commissioned study conducted by Forrester Consulting on behalf of Neustar, a TransUnion company, An Optimized Customer Contact Strategy Combines Transparency and Intelligence: The State of Outbound Communications in 2022, eighty-eight percent of telecom companies surveyed said that the phone is their most important outbound channel, and eighty-nine percent said it’s critical to meeting customer service goals. 

However, customers aren’t answering their calls due to “unknown caller” labeling, the fear of call spoofing, fraud, and customers not trusting calls.

While telecom organizations are confident they can orchestrate a cross-channel outbound communications strategy, eighty-eight percent said it is important or critical to address their reliance on manual planning for cross-channel communications. This says they still haven’t addressed the need to automate their outbound sequencing strategy.

Nearly forty percent of telecom companies have adopted customer contact solutions, with over forty percent more either planning to implement one in the next year or piloting a solution today.

Telecom companies can continue to look to technology vendors to provide solutions that leverage phone behavior intelligence and insights to help them reach customers on the right day at the right time. In addition, solutions like branded calling can help telecom companies protect their brand and reassure customers that it’s really them calling.

Read the eBook to learn what telecom organizations said about:

  • How close to ninety percent of respondents believe the phone experience is important or critical to meeting customer service goals
  • How top challenges, such as inaccurate caller name displayed on inbound and outbound calls, are impacting right-party answer rates
  • What customer contact intelligence features telecom companies believe are key to increasing right-party contact rates

Download the eBook

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