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Checklist · Telecoms

10 contact reasons that shouldn’t exist

Good self-service exists for every one of these reasons today. Your customers still call. In 15 minutes you’ll see where your money sits.

74%
of enquiries are now solved by a major network operator’s chatbot on its own. What a bot can solve shouldn’t need a call.Sources: market studies and practice reports from the industry, details at the end of the checklist.
  1. 1 · TickCan your customers already handle this themselves, without calling?
  2. 2 · Enter the shareHow many of your calls are about this? From your ticket system, or one week of tally marks in the team.
  3. 3 · CalculateBelow, your ticks and shares turn into a range in euros.
Contact reasonHow it works without a callCan your customers already do this themselves?Share of your calls
YesPartlyNo
1 Understand the billBill with explanation in the app Bill with explanation in the app
2 Payment, reminder, instalmentsPayment status and instalment plan in the app Payment status and instalment plan in the app
3 Tariff, contract termContract overview in the customer centre Contract overview in the customer centre
4 Data allowance, usageApp, text message alerts App, text message alerts
5 OutageOnline outage check, router self-diagnosis Online outage check, router self-diagnosis
6 Connection, delivery statusStatus page, text message at every step Status page, text message at every step
7 PUK, block SIM, eSIMHandle it in the app yourself Handle it in the app yourself
8 Login, passwordReset it in the customer centre yourself Reset it in the customer centre yourself
9 Moving houseOnline moving service Online moving service
10 Cancellation, number portingCancel button, porting status online Cancel button, porting status online

The order is typical but not measured. There is no public breakdown of contact reasons for telecoms providers, so your own numbers are the best yardstick.

Your most common contact reason isn’t on the list? Bring it to the results check and we’ll work it out with your numbers.

DStratiCX Consulting UG · Bad Lausick, Germany · info@dstraticx.eu · dstraticx.eu1 / 2
DStratiCXChecklist · Telecoms

What these calls cost you

Your tickSum of your sharesof which realistically shiftablecautiousoptimistic
Yesself-service exists%30–40%%%
Partlyexists, but snags%20–30%%%
Nostill needs building%10–20%%%
= Shiftable share of all calls%%
No call numbers at hand? Work it out roughly with your service FTE →
×Shiftable sharefrom the table aboveMore than 20% of all calls? Then take a closer look: that’s the ceiling McKinsey publicly names for reducing contact volume.% to %
×€
= Your lever per year

€ to €

Tick above, enter shares, then calls and costs here. A first order of magnitude, not a business case. We calculate on the cautious side: where self-service already exists, a bigger part of your calls counts as shiftable. Where it still needs building, a smaller part. What building it costs and what it brings, we work out in the lever analysis on site.

Worked example, all assumptions open: 100 service FTE × €50,000 fully loaded cost = €5m a year. At 720,000 calls a year that’s around €6.90 per call. Say your ticks split like this: yes 20%, partly 15%, no 10% of calls. Then a cautious 10% can be shifted (6 + 3 + 1), an optimistic 14.5% (8 + 4.5 + 2). That’s 72,000–104,400 calls, so around €500,000–720,000 a year.

Why customers still call

  • Can’t find it. The self-service exists, but the invoice, website and IVR don’t point to it.
  • Drop out. Forgotten login, form too long, photo not recognised. In the end there’s a call.
  • No confirmation. Customers don’t know if it worked and call to be sure.
  • The team doesn’t redirect. Agents who handle everything on the phone don’t bring customers to self-service.

Somewhere between the call and the invoice, your money is slipping away.

We’ll show you where, and how much. In unnecessary contacts, in the conversation or in your contract with the provider. Often a bit of each.

One figure in euros. The three biggest levers. One action for Monday.

30 minutes · free · confidential · directly with Matthias Werlich · Your checklist figures go straight into the booking.30 minutes · free · confidential · directly with Matthias Werlich · Just bring this checklist along.

Book a results check calendly.com/dstraticx/30min

Sources

  1. Computerwoche, “Vodafone optimiert TOBi mit GenAI”, 04/2026 (74 percent of all enquiries solved on its own).
  2. Worked example and assumptions: DStratiCX. 20% ceiling for avoidable contact volume based on public statements by McKinsey.
DStratiCX Consulting UG · Bad Lausick, Germany · info@dstraticx.eu · dstraticx.eu2 / 2
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