Industries · Telecom
Customers compare plans once. They judge the service every month.
Coverage and price land inside a narrow band, so the experience around them decides who stays: the outage that gets explained, the bill that makes sense, the call resolved the first time. MJKDA has worked with a national wireless carrier.
Reach the partners directly: 210-876-4086 · info@mjkda.com
What we see
How we look at any operation, including yours.
Three things we check in every operation, because they decide whether a score moves and stays moved.
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The contact center is staffed to the real call pattern.
We read the schedule against when people actually call, including the hours before and after work, and check whether the person answering can resolve the call the first time.
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The public score is the outside-in view. We add the inside-out one.
Rankings and your own surveys tell you what customers experienced. They do not tell you which part of the operation produced it. We walk the operation to find that.
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The closed loop is what makes gains hold.
Feedback that reaches the people who can act on it, and a standing review that keeps it turning, are what separate the clients who sustain their gains from the ones who backslide.
Where to start
One free hour, aimed at your operation.
Tell us what a win in the next 90 days looks like. We research what is public about your organization before the call and leave you with the low-hanging fruit you can pursue immediately.
Frequently asked questions.
Has MJKDA worked with telecom providers?
Yes. MJKDA has worked with a national wireless carrier, and the contact center, billing, and outage-communication problems in telecom are the same ones we work on in utilities and insurance. The specifics of your operation are what the free review is for.
Will the approach reflect how customers actually judge a carrier?
Yes. Plans are compared once and the service is judged every month, in the moments an outage gets explained, a bill makes sense, and a call is resolved the first time. We look at the operation behind those moments before anything else.
Can MJKDA help with our contact center?
Yes. We read the workforce schedule against the actual call arrival pattern, including the hours before and after work, and check whether the person answering can resolve the call the first time. The gap usually shows early.
Can MJKDA work with the satisfaction data we already collect?
Yes. Whether you track customer satisfaction through J.D. Power, NPS, CSAT, or your own surveys, that score is the outside-in view. Our work is the inside-out look at which part of your operation produced it.
Will the gains hold after the first good quarter?
Yes, when the closed loop stays in place. Feedback that reaches the people who can act on it, and a standing review that keeps it turning, are what separate the clients who sustain their gains from the ones who backslide.
Free CX Review
One hour with two senior partners.
Book My Free CX ReviewPrefer to call or email? 210-876-4086 · info@mjkda.com