One Touch Switch: embracing new telco rules for the good of your customers

This year is one of major change for telcos. From upgrading critical infrastructure to implementing One Touch Switching, there is a wave of new regulations, obligations and security frameworks that UK telecoms providers will need to be ready to embrace.

Navigating those changes can be difficult. But when the new regulations are so focused on protecting consumers and giving them more power to choose the best available deals, there’s an opportunity for telcos to turn legislation into a competitive sales advantage.

 

Safer networks, stronger service

For the UK telecoms sector, there are two major pieces of legislation dominating the horizon in 2023 – the Telecommunications (Security) Act and the European Electronic Communications Code (EECC). And while both of them are broad frameworks touching on all areas of the telecoms industry, there are two significant prongs to this new wave of regulation.

The first is aimed at upgrading and modernising telco infrastructure, and promoting investment in that area. But that doesn’t just mean updating a telecoms network’s capabilities – it also means making the infrastructure more robust.

Both the EECC and the Telecommunications (Security) Act have obligations for service providers to strengthen their network against cyber threats and to notify the government of any breaches. The Telecommunications Security Act goes even further, requiring telecom companies to only work with trusted vendors and suppliers who meet stringent security criteria laid out by the UK government.

That focus on network security feeds into the second part of the legislation – to better protect consumers and ensure they get the highest quality of service. The European Electronic Communications Code in particular is designed to give consumers more freedom and power in choosing a telco provider, by encouraging competition and introducing new rules on billing and contract length.

With consumers in the spotlight, meeting these obligations is as much a matter for a telco’s sales and operations teams as for their technical side. But if they’re not equipped with the right tools, they can risk not being able to deliver the kind of customer service that’s required.

 

One Touch Switch

Legislation isn’t all that’s putting consumer empowerment in an ever greater spotlight. There’s also Ofcom’s plans for One Touch Switch, to enable customers to change to a new broadband provider without having to speak to their current provider first. Although the adoption has faced delays and there has been confusion on what exactly is required, this is still something telecom companies will have to bring into their sales process soon.

In a nutshell, One Touch Switch is about making it easier for consumers to change their broadband supplier. But it’s not just about creating less admin in the switching process – it’s also about giving people more options to choose from in the first place.

Every telco provider has an obligation to match their broadband service to what else is on offer, in terms of speed, pricing and contract length. The idea is that sales reps can show consumers that they’re offering the best package out there – not just on price but on the quality of the service too – and that customers can make an informed choice on whether to stay or switch.

Ultimately, it’s about extending more freedom of choice to broadband customers. And while that’s being driven from a regulatory perspective, internet service providers who embrace that into their sales process can make it a core part of their brand.

For example, our Touchstone sales platform makes it easy to give customers a grace period to review their offer before signing the contract. That extra time can help them to a) be more confident in their decision, and b) trust that a sales pitch isn’t pressuring them to switch.

 

Look after your brand by looking after your customers

While navigating new restrictions and regulations can be a challenge, it also presents an opportunity for telecoms operators to build their brand. When so much of telco sales depends on trust, doubling down on looking after consumers doesn’t just satisfy legislation – it also builds a competitive advantage.

For example, take the pre-documentation that has to be sent during a sale. Once your sales rep has agreed a sale with a customer, they need to send all of that over before any contract is signed. With PSI Fusion they can do that instantly, and send it directly to the customer’s device. They can still have a grace period to review the documents, but that isn’t prolonged any further than it has to be.

The sooner those documents arrive, the better the experience for the customer. They can focus on going over the offer in their own time rather than wondering when everything will arrive. Most importantly, they’ll feel reassured that you’re honouring your obligations to look after consumers and deliver the best possible service.

With such a unique framework of regulations governing the telco world, your sales solution needs to be one that takes that into account. A general sales tool might do everything necessary for another industry or jurisdiction, but it won’t be set up for the nuances of meeting telco legislation and providing customers with the frictionless experience they’re looking for.

To learn more, check out our thoughts on boosting your customer experience with territory management or take a look at our End-to-End Sales or Multichannel Sales solutions.