The telecom industry is under constant pressure of providing quality services, 24x7. Staying connected has become one of the basic needs for most people.
As such, downtimes, call drops, network issues, and bad internet, even if it occurs for a short while becomes a reason for the customer to seek out competition and give them their business.
The impersonal nature and large volumes of orders and subscriptions handled by telecom companies make it impossible for them to personalize services and communication to customers.
In an era of mass customization, customers look forward to receiving the attention and recognition they are used to receiving from other industries.