Billing is back and at the heart of customer service – or should be

Billing is back on the agenda – not just because Amdocs bought Openet – and whether we still call it billing is not as important as getting it right and giving it to the customer the way he wants it. Ultimately the conversation became about whether billing was dead or whether the customer wanted a bill at all. After all, some argued, who looks at a telecoms bill? Alongside all of this, we knew that billing information was the lifeblood of customer service but, as Teresa Cottam points out, we still haven’t got it right. And, as the CEO of a reasonably sized US telecoms company said not so very long ago “it all comes back to billing”.

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