Employee Surveys

The Telecoms Industry: our language insights

Dhruv Patel

A fast moving industry, the telecoms sector has adapted to changes in wider society and embraced technological advancements, especially in the last few decades. Already a central industry in society due to the importance of telecommunications in our everyday lives, the pandemic has pushed the industry to become even more central due to the numerous limitations COVID-19 has brought upon us.

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As a result of the pandemic, the telecommunications industry has overall benefited due to the increased demand for its services such as video conferencing and high speed networks. However, it hasn’t been plain sailing for the industry and our language analysis reveals insight into some challenges the industry has faced during this time.

Our language insights reveal tools, and specifically systems and processes, as the main issue felt by those in the telecoms industry.

Tools need to be updated in the telecoms industry

The pandemic has meant organisations all over the world have put greater strain on the tools, systems, and processes they use. By splitting our data in specific ways we have been able to see and understand the impact of the last year on particular industries and highlight any interesting findings we see.

While the telecoms industry has expanded, insights reveal there has also been a desire and a need to upgrade the systems and processes within the industry to overcome issues such as the speed of decision making and the reduced collaboration among teams due to remote working. A failure to do so could prove to be a problem for organisations within the industry who are currently dealing with high levels of demand which does not look to be slowing down any time soon.

As such a technologically advanced sector, many employees have found it easy to transition to remote working and are likely to have the correct tools in place. However, this is not the case for everyone, especially for those who are in customer facing retail roles or are in roles that require travel and physical maintenance of systems that are currently under a lot of strain.

What our data has shown:

When looking at our language insights, they revealed that while tools and equipment are sufficient for remote working, systems and processes are proving to be slightly more problematic. Certain processes are being highlighted as complex and counterproductive for the current situation, with speed, flexibility and complexity being highlighted as pain points in particular. Where we see a desire for better and upgraded systems and processes, it is around things such as decision making, collaboration and performance management.

Our takeaway: systems and process are key

While there is an increased demand for a number of telecommunication technologies such as 5G, digital payments, cloud computing and fibre broadband, there must be an upgrade in the processes and systems used by employees to keep up with this demand.

It is evident that expansion opportunities are there to be taken due to the increased use of remote working, remote learning and overall mobile connectivity, however systems and infrastructures must be up to the task otherwise public perception issues may arise if reality doesn’t meet expectations. While there is a focus on keeping the world connected, organisations must remember to keep their own workforces connected.

Our language insights reveal more needs to be done in the areas of systems and processes, with regards to speed, flexibility and complexity. Another focus should be towards those members of the workforce who are physically required to maintain such networks and infrastructures in addition to those in retail client facing roles, both of whom have found the transition to remote working a lot trickier.

With recent news, hopefully we will be moving back to some normality however that doesn’t mean these issues go away. As the world moves towards a more digital approach and focus is on keeping the world connected, organisations in the industry must remember to keep their own workforces connected and a start would be to improve the systems and processes in place to do that.

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