We give telco companies the competitive edge

How can a Telco stand out in 2024? Inflationary pressures have put pricing across the major providers on an even keel, and product solutions offer much of a muchness for consumers, regardless of whether they continuously shop around for the latest tariff.

Customer service is one way that Telcos can distinguish themselves from the competition, with customers looking for companies that resolve their issues quickly, deal with them politely and professionally and are knowledgeable and flexible in their communications. But all too often, there’s a disconnect between what customers expect and what Telcos provide. How can this be solved once and for all?
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How we help telco companies excel

Customer churn rate is the number one threat to Telco revenue, and attracting new customers is 25% more expensive than retaining current ones. Yet with such deep-dive offers for new customers, the Telco industry is caught in a vicious loop of squeezing profitability to grow customer bases. Where does this end? Ultimately with more consolidation, less differentiation and a worse experience for customers.

But it does not have to be this way. Eighty-six per cent of people are willing to pay more for good customer service, yet with millions of consumers to cater for, even the most well-staffed Telco would struggle. Conversational AI has had some success in recent years in thinning out customer enquiries but for the ones that need a human touch, how can you ensure that your staff are consistently delivering. miPerform is dedicated to raising the bar in what good customer service looks like by empowering the people who matter most in your team to deliver it.
Broadcasting Success
Does everyone in your team understand what they have to do to deliver excellent customer service? Whether you’re the team leader of a call centre, back office or field sales operation, sharing business KPIs and goals related to service are critical, but all-too-often team members are unsure if they are actually delivering it.

miPerform gives all staff visibility of how their performance is contributing to business goals.
Connecting internal communications
Good customer service relies on different teams pulling together and working quickly to achieve a commonly understood solution. If your call centre is rattling through cases but your field sales team aren’t getting the information they need to resolve it, then customers will get frustrated and move elsewhere. miPerform specialises in connecting the dots, allowing teams to seamlessly link up with each other and share data and actions so that cases can be progressed quickly and orderly.

miPerform specialises in connecting these dots so teams can share data and actions.
Ringing up your top achievers
Customer churn isn’t the only cost that is crippling Telcos, staff turnover is also an issue. Call centres are one of the toughest office environments in the country and Telco customers have high expectations. The sad truth is that call centre staff and field sales are often on the receiving end of blunt, snappy and at times rude customers. If this is reflected by an office environment that leaves them feeling under-appreciated, then they will eventually leave.

miPerform helps to engage, motivate and reward your people driving up staff retention rates.
Sending actions down the line
Telco customer service teams process thousands and thousands of queries every day and even the most diligent team member would struggle to manually order all the actions they needed to do within their office hours.

miPerform automates these tasks resulting in faster service and happier customers.
Increasing bandwidth for training
Another way Telcos can negate the risk of staff turnover is by offering a regular schedule of training and qualifications. If staff feel invested in, they are more likely to stay longer and do a better job. But unlocking budget and making time for training is hard when you can’t directly measure its benefit.

miPerform enables coaching activities to be fully visible and measurable, meaning that good practice can  be resourced appropriately.
Providing consistency across the spectrum
Truly market-leading customer service comes from all team members adhering to the same information and principles. If a Telcos call centre is providing information that cannot be substantiated by the field sales team, for example, then customers will become confused and angry and may leave as their contracts expire.

miPerform’s quality assurance feature provides easy to use consistency tools

You have questions
we have answers

Find questions and answers related to the purchase, updates, and support.
How do I get started?

Configuring miPerform is incredibly simple – you can be up and running within a day. We
recognise that every customer is different and miPerform will support you in the ideal
configuration of the platform to support your unique situation. After an initial consultation to
find out what your current challenges are, what services you currently use for storing data
and how different teams currently communicate with each other, we will then support you to
configure the platform to meet your needs. 
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miPerform is an ongoing service, so we will arrange regular reviews to make sure our
solution is working for you. Our support teams are always on hand for any pressing inquiries.

What does miPerform do?

miPerform is a tool that combines different data sources across your company and breaks
them down in a way that is relevant to individual team members. This helps empower every
staff member with the knowledge they need to play their part in driving wider business
success. 
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It also gamifies the work experience and encourages friendly competition and continuous
improvement. 
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Managers can identify high performers, and easily see where different team members are
struggling, helping them arrange coaching and training to help them improve. 
It offers performance dashboards that provide a clear view of what team members are doing
well, as well as a platform for arranging different actions, events and coaching. Head to our
features pages to find out more.

Who is miPerform for?

miPerform is for any team that has clear, measurable goals, a need for tight processes, and
communicates with a high number of external and internal stakeholders. 
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We excel best in back office teams, call centre operations and service visits and we work
best when we can operate across a company to join different teams up. 
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We specialise in encouraging entire businesses to focus on doing their part to achieve
company-wide goals and we want to work with ambitious, high-performing managers who
come to work to make everything they do slightly better every day. 
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We have customers in sectors such as Telco, Insurance, Legal and Energy but we see the
common challenge we solve – joining up teams and complex data flows – as relevant for any
business.

How much does miPerform cost?

miPerform has solutions for every sized team and can be scaled up or down depending on
how much data must be shared and how many teams and users need access to it.

Our pricing model is a per-user license model, with options depending on which miPerform modules you would like to use. Our clients typically deliver a Return on Investment of more
than 10 to 1.

How long does it take to get started with miPerform?

Again, this depends on how many data sources miPerform can tap into and tie together, with
the right people together we can be up and running within a day. We’d typically expect most
clients to be set up and ready to go within a month, but for bigger operations it may take
slightly longer.

What’s the maximum number of users that can join miPerform?

There’s no limit to the number of team members that can start their journey of continuous
improvement with miPerform. In fact, we believe the bigger the team the better as miPerform data gets richer from the more users it has and provides even better insights.

Can’t find what you're looking for? Get in touch with the miPerform team at hello@miperform.com to find out more