When dealing with telecommunications service providers, dissatisfaction is a familiar refrain among consumers, often thanks to lengthy and confusing billing statements. Turns out, however, that the tale of woe is being repeated at the enterprise end of the scale as well, with 10 percent of enterprise telecom customers dumping their providers due to billing issues in customer service, according to a recent report by management and technology consultancy Accenture.
 
The report, "Achieving High Performance in Telecommunications through Superior Billing: Carriers' and Enterprise Customers' Perspectives," shows that carriers are aware of a huge discrepancy between the level of service they intend to provide with enterprise telecom billing and the actual level of service they admit to delivering. In fact, when asked to name the most-important attribute of service, 82 percent of carriers cited "ease of understanding the bill" -- but only 11 percent said they achieved that ease. The three other factors included in the report -- multiple ways to pay company bills, efficient resolution of billing inquiries, and billing bundled services -- were much closer in desired and observed performance, with carriers actually exceeding their own expectations in terms of bundled-service billing.
 
Read the entire DestinationCRM article.