COVID-19 has created a huge impact on a global scale that led to an unprecedented worldwide economic disruption.
There has been a great impact on the telecommunications industry as quality services are demanded from them due to the abrupt shift to remote working during the crisis. The work-from-home model requires employees to telecommute through different channels such as video meetings, phone calls extensively. Some operators were able to react quickly by offering their customers an upgraded plan while others had their weak spots exposed. Whichever the cases may be, it is important to make sure that they are providing quality service to their customers.
At this point, telcos are in the position to assist small and medium businesses to ensure business recovery and increase customer experience with unrelenting connectivity. Telcos must improve and prioritize omnichannel efforts with a fully digital storefront and supply chain to continually serve customers through online channels.