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UKMobile Consumers Will Spend More on MobileOffers - But Only When the Service is Right, Says New Research from Convergys
(M2 PressWIRE Via Acquire Media NewsEdge) Cincinnati& Barcelona, Spain; -- According to new research findings announced today, nearly two-thirds (61 percent) of UKconsumers would spend more with their mobile service provider if mobile operators gave them the flexibility to choose the options that fit their needs. Results from the new study, announced by Convergys Corporation (NYSE: CVG) in advance of Mobile World Congress next week in Barcelona, show that consumers are increasingly willing to 'bundle' broadband, TV, and even game consoles with their mobile service - so long as the provider can offer the flexible service and choice that customers demand.
However, the Convergys survey finds that mobile operators are missing excellent opportunities to sell new bundles to UKsubscribers. Nearly one consumer in two (49 percent) said that they do not receive any promotions or offers on bundles from their providers, even though nearly three quarters (72 percent) claim they would like to.
As the global leader in relationship management, Convergys believes these trends mark a new dynamic in the consumer mentality following the economic slowdown. Rather than cutting back on expenditure, the survey suggests UKconsumers would spend more on their mobiles and make savings elsewhere. Tapping into this demand will require operators to consider using convergent billing and customer care solutions to harness real-time intelligence into customer preferences. With this intelligence, operators can make relevant offers and support each sale with tailored, multi-channel customer service.
Bob Lento, Convergys' President of Information Management, says, "It is impressive to see the level of trust UKconsumers place in their mobile providers. As new technologies emerge and new services become available, it is clear that subscribers want their mobile providers to advise them on which services they should buy and which combination of services will give them the best value for money. This is a great win-win for the mobile operator as each contact with the customer provides an opportunity to increase user revenues."
Lento continued: "However, it concerns me that so many people don't receive offers from their mobile operators, even though they would like to. This is a missed opportunity. If operators are to ensure a return on their customer interactions, they need to utilize convergent billing solutions, customer service channels, and real-time intelligence strategically, so that each customer receives relevant offers and the services he or she needs."
Convergys will be exhibiting at Mobile World Congress, Hall 8, Stand B-70.
NOTES TO EDITORS
How UKconsumers bundle: supplementary data
According to the Convergys survey, nearly three people in four (70 percent) have bundled mobile products together over the past year and half plan to do so in 2010.
Consumers' favorite bundles in 2009 The most sought-after bundles in 20101. Digital or satellite TV 1. Mobile broadband for a laptop2. Game consoles 2. Game consoles3. Fixed broadband for the home 3. Mobile broadband from a mobile phone4. Mobile email access 4. Fixed broadband for the homeAbout the survey
Convergys carried out an online survey of 500 UKmobile phone users via Facebook in January 2010. UKresidents age 18 or over were eligible for the study, with demographic groups weighted to figures provided by the UKcensus.
About Convergys
Convergys Corporation (NYSE: CVG) is a global leader in relationship management. We provide solutions that drive more value from the relationships our clients have with their customers and employees. Convergys turns these everyday interactions into a source of profit and strategic advantage for our clients.
For more than 30 years, our unique combination of domain expertise, operational excellence, and innovative technologies has delivered process improvement and actionable business insight to clients that now span more than 70 countries and 35 languages.
Convergys has been voted a Fortune Most Admired Company for nine consecutive years. We have approximately 70,000 employees in 83 customer contact centers and other facilities in the United States, Canada, Latin America, Europe, the Middle East, and Asia, and our global headquarters in Cincinnati, Ohio.
(Convergys and the Convergys logo are registered trademarks of Convergys Corporation.)
((Comments on this story may be sent to info@m2.com))
(c) 2010 M2 COMMUNICATIONS
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