5G and Customer Service - What early adopters are looking forward to

With the marketing of new 5G equipment and packages, the questions of the first customers and early adopters will not fail to flood the contact centers.
Here are a few comments from Jalil Lahlou, Director of the Telecom & High-tech business unit at Webhelp.

1. The 5G early adopters will want to take advantage of their latest high-end smartphones.

Three prerequisites are necessary in order to benefit from 5G: being in a well connected area, having a compatible smartphone and the availability of a 5G package. It will not be necessary to change your SIM card. The latest generation smartphones have the ability to access and switch between 4G and 5G networks when needed. In addition, some operators will push usage by offering 2 SIM cards for users who also have a tablet, connected watch or compatible laptop – the offer is expected to grow progressively. Ambiguities concerning the dual SIM mode will most likely have to be resolved.

2. A number of early adopters in 5G have shown an interest in video streaming.

Netflix, Amazon and other video streaming services will be among the first beneficiaries. The quality and fluidity of the display will benefit from the high speed of 5G. Similarly, fans of video downloads will experience a significant reduction in download times. On paper, 4K and 8K video enthusiasts who want to share them will also be delighted. But in reality, everything will depend on the actual speeds…

3 – What’s holding back the 5G market? When will the “real” flows come?

As far as disruptive factors are concerned, the question will certainly be asked: when will the speeds promised by 5G, i.e. similar to the fibre (with the theoretical) maximum speed announced exceeding 1Gbps arrive? It should be remembered that in 2021 5G will have a limited speed (5G non-standalone, i.e. coupled with 4G) and that it will be necessary to wait for the operator’s network to evolve to take advantage of the “true” 5G standalone network.

4 – 5G will bring benefits to gamers

The 5G promises shorter latency times. In other words, the fluidity of interactions will be greatly improved, which should benefit fans of online video games and cloud gaming (Microsoft Xcloud). However, it is not certain that the offer will be very extensive: some publishers could delay the distribution of their games to avoid disappointing their audience – as the current performance of 5G is not sufficient. But, in the short to medium term, gamers equipped with hyper-powerful smartphones, coupled with 5G, will definitely seize the day!

5 – Connected objects and 5G: who should get involved?

Online connected items will certainly be the big winners of the move to 5G. Thanks to this new technology, the possibilities of data exchange will be enhanced. For the general public, the 3 areas that should eventually be of benefit are connected automobiles, connected healthcare and connected homes. However, it is in the field of industrial connected devices that 5G promises to be revolutionary, by enabling massive connectivity.

6 – And regarding some worrying rumours.

The 5G is the subject of lively debates, not only in France. The questions that have been raised by customers and prospects regarding the health and environmental debate. At present, contrary to official claims, 175 studies have been carried out worldwide on the subject of 5G. For the time being, as far as millimetre waves (26-28 GHz band) are concerned, it is true that there is a lack of scientific data on their possible health impact. But these frequency ranges will probably not be deployed until 2025, and independent studies are underway. For his part, Orange CEO Stéphane Richard has a clear position: “I fully agree that we should not rush to use them, and wait for work to be done”.

To be continued! So, what questions have you asked yourself so far?

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The transformation of B2B sales

What is Brand Voice?

Meet those who make the modern B2B go-to market: “inside sales” sellers. Driven by changing B2B buying behavior, the sedentary selling model is evolving beyond simple optimization, in a period where physical business interactions have fallen by more than 50%.

According to FEVAD, 79% of French SMEs have requested a rate for a B2B purchase on the internet, even before contacting a seller. The change in sales models seems to have become unavoidable, accelerated by confinements as interactions with prospects and customers can no longer be done face-to-face, ” nevertheless, everything must be done to develop customer portfolios”, explains Gautier Romani, a sedentary salesperson operating for a Webhelp customer. Gautier continues, “The proposal for meetings using channels as varied as they are complementary – social networks, mail, etc. – has been intensified to take advantage of the increased available time of our contacts”. The B2B customer has gained knowledge of the offers, thanks to more simplified access to information. As a result, sellers can now focus on the higher value-added elements of the business proposition.

A win/win relationship

Salespeople are doing well, thanks to the pool of information at their disposal (browsing history, sales statistics, etc.) which allows them to continue the purchasing cycle on different channels. This variety encourages them to be proactive in supporting the client and confirming his enlightened choice. “The inside sales must not only know its product, but master its environment (competitive advantages, market trends, etc.). The business now corresponds more to delivering expertise to its client via the right communication channel, mostly via LinkedIn today. “Once Social Selling is mastered, we gain access to a space of more promising business opportunities than in 3 days of face-to-face trade shows”. This leads to rethinking its approach to the customer: how to start the relationship, at what pace to follow up, etc. These are points that are too often underestimated,” Gautier concludes.

Account Based Marketing (ABM): effective under certain conditions

Targeting professionals based on demographic data has become the key asset of sedentary salespeople who employ ABM. This strategy consists of targeting key accounts while sending specific messages; by sector and for each profile of decision-makers showing the most appetite. Rather reserved for targeting mid-cap companies and beyond, this approach is more thorough, but has a conversion rate 5 times higher than the average. “To do this, it is necessary to map the targeted company, analyze its environment, its market, its competitors, and also identify decision-makers or influencers, to send them personalized messages.” Underlines Luc Massias, Business Development Executive at Webhelp.

Outsourcing your B2B sales force allows you to accelerate your commercial growth.

Further reading: B2B Inside Sales Generation

 

Get in touch with our experts to find out more.

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Legal frameworks of content moderation around the world (Part 2)

CMM_Legal_Frameworks_Web_Header

Internationally, two documents provide freedom of expression protection. The first is Article 19 of the Universal Declaration of Human Rights (UDHR), and the second is Article 19 of the International Covenant on Civil and Political Rights (ICCPR). The importance of free speech and free expression are recognized as fundamental human rights with caution of unjustly infringing on them.

By obliging social media platforms to delete illegal content within 24 hours or otherwise face exorbitant fines, the NetzDG triggered fierce debates and concerns regarding its ramification on freedom of expression by:

  • The Streisand effect (detrimental outcomes of censorship)
  • Accidental removal of legal content
  • Privatized law enforcement
  • Unnecessary sanctions
  • Global Internet censorship through authoritarian regimes

At least 13 different countries have enacted or outlined laws that are similar to the NetzDG matrix. According to the Freedom House’s Freedom on the Net, five of them (Honduras, Venezuela, Vietnam, Russia, and Belarus) are ranked as “not free”, five others are ranked as “partly free” (Singapore, Malaysia, Philippines, Kenya, and India) and the remaining three are categorized as “free” (France, UK, and Australia). (Source: freedomhouse.org). More recently, Turkey was also added to the list, having passed the worst version of the NetzDG, according to the Electronic Frontier Foundation (Source: eff.org)

United States
According to a study that was conducted last year, 85% of daily active Facebook users live outside of the U.S. and Canada, 80% of YouTube users and 79% of Twitter accounts are mainly from up-coming markets such as Brazil, India, and Indonesia. (Source: www.omnicoreagency.com)

While most of these big tech companies have their headquarters in the United States, the majority of their users are based outside the country. As a result, these companies are essentially governed by U.S. law. The First Amendment of the U.S. Constitution and Section 230 are the two principal legal frameworks that regulate the online freedom of expression.

In the U.S., the government is prevented from infringing on the right to free speech by the First Amendment. However, tech companies are not similarly subordinate to the First Amendment. Consequently, they can enact their codes of conduct and policies that often further restrict speech that would not be prohibited by the government under the First Amendment. For instance, Tumblr and Facebook prohibit the publication of graphic nudity on their platforms.

Yet under the First Amendment law, such prohibition by the government would be unconstitutional. And because Section 230 of the Communications Decency Act protects social media networks, website operators, and other intermediaries, they are not held liable for the generated content in their platforms and have been able to thrive.

United Kingdom
To combat detrimental content, the U.K. released a White Paper last year highlighting multiple requirements. Internet companies must keep their platforms safe and can be held accountable for the content published on their platforms and, they are liable to pay consequent fines. (Source: assets.publishing.service.gov.uk)

This article is the second part of a series. If you missed the first part, read it here.

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Legal frameworks of content moderation around the world (Part 1)

legal framework

Following increased pressure to protect the audience from harmful content, both large and small online platforms that mainly host User Generated Content have come under intense scrutiny from governments around the globe.
Depending on their size and capacity, different online platforms deploy two content moderation models to tackle this issue:

  1. Centralized content moderation – using this approach, companies establish a wide range of content policies they apply on a global scale with exceptions carved out to safeguard their compliance with laws in different jurisdictions. These content policies are implemented by centralized moderators who are trained, managed, and directed as such. Facebook and YouTube are examples of big internet platform companies using this model.
  2. Decentralized content moderation – this model tasks the users with the responsibility of enforcing the policies themselves. Being diverse by nature, this approach mainly enables platforms like Reddit to give their users a set of global policies that serve as a guiding framework.

Centralized models help companies to promote consistency in the adoption of content policies while decentralized models allow a more localized, context-specific, and culture-specific moderation to take place encouraging a diversity of opinions on a platform.
After failed attempts to push social media platforms to self-regulate, the German parliament approved the

Network Enforcement Act (NetzDG) on 30th June 2017. Also known as the “hate speech law” the NetzDG took full effect as from 1st. January 2018. The NetzDG directs platforms to delete terrorism, hate speech, and other illegal contents within 24 hours of being flagged on a platform or otherwise risk hefty fines.

While the NetzDG encourages transparency and accountability of social media platforms it also raises concerns regarding the violation of the e-Commerce Directive and fundamental human rights such as freedom of expression. In a statement that was sent to the German parliament in 2017, Facebook considered the NetzDG draft submitted in 2017, to be incompatible with the German constitution by stating, “It would have the effect of transferring responsibility for complex legal decisions from public authorities to private companies”. (Source: businessinsider.com)

Following criticism from a wide array of activists, social networks, politicians, the EU commission, the UN, and scholars, the NetzDG is a controversial law that should be adapted with a grain of salt. Unintentionally, Germany created a prototype for Global Online Censorship from highly authoritarian states who have adapted the NetzDG to manipulate the freedom of speech on the internet by pushing their illiberal agendas camouflaged as moderation policies.

Find out more about this topic

This article is part of a series looking at legal frameworks around the world. The series will focus on countries legal amendments to moderate user-generated content in the following countries: U.S, U.K., Turkey, Australia, Nigeria, and China.

Want to discuss the specificities in your country? Get in touch with our experts to find out more.

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Webhelp will recruit 600 young people in three months

Co-Founder of Webhelp Olivier Duha, discusses Webhelp’s program to recruit 600 employees over the next three months, with Enguérand Renault, journalist from the French magazine Le Figaro.

Webhelp – present in almost fifty countries around the world. The customer relationship specialist wants to train young people who are far from employment.

In the midst of a pandemic crisis, the customer relations specialist Webhelp has decided to step up its youth recruitment program.

“We are going to recruit 600 employees over the next three months. Out of a total of 3,900 employees, this represents a 15% increase in the number of employees linked to our new facilities.

We will offer part-time contracts for students, fixed-term contracts but also 10 to 20% immediate permanent contracts. Webhelp has a strong inclusion program by recruiting and training young people: people excluded from employment, in professional reorientation, or in a situation of disability.” explains Olivier Duha.

Olivier_Duha

If Webhelp is speeding up its recruitment program, it is because the group has managed to get through the global COVID-19 crisis by adapting. Faced with the first wave of COVID-19 in the spring, Webhelp has succeeded in teleworking 85% of its 65,000 employees around the world. A rate today returned to 50%. Olivier mentions “we have been able to demonstrate that teleworking has not degraded the quality of service we provide to our customers. On the contrary, it allowed greater flexibility and an extension of working schedules”.

After a sudden air gap, Webhelp’s activity has picked up sharply and should end the year with growth close to 10%, as expected.

Digitalization of companies

“The pandemic has accelerated the digitalization of businesses. These had to align with the quality standards of customer service decreed by the pure players. Many companies have therefore decided to entrust their customer relations to us. I think this shift will increase and that the rate of outsourcing of this service will be revised upwards”.

Webhelp, which recently came under the control of the Belgian fund GBL, has a turnover of 1.6 billion euros with 180 customer relations centers in almost fifty countries.
“We should see many consolidations in our business.” Webhelp wants to participate in this move and be among the world leaders in the business behind Teleperformance. “We aim to double in size in 5 to 7 years”, concludes Olivier Duha, Co-Founder of Webhelp.

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