Roaming Charges mean Rethink for Telecoms

As of the 1st of July the new European Cap which was introduced to cut the cost of using a mobile phone abroad has now came into effect, telecoms executives from across Europe were keen to discuss the implementations of the new bill and an ever growing ‘customer is king ‘ attitude at the NGT EU summit which concluded last week.

The bill enforced by the EU has not come soon enough with some customers receiving bills up to £27,000 for using mobile broadband abroad. The cap can be increased or decreased by the consumer again backing the idea that relationship with the customer is key to success in the telecoms industry. The new EU rules will also cut the costs of making and receiving calls around Europe, just in time for the holiday season and allow free access to voicemail. The new EU rules were met with little resistance by the Telecoms committee who have been aware that such steps would be taken to protect the consumer sooner rather than later.

The executives who make the NGT EU committee met at Lake Geneva, Switzerland where Paul Excell the Chief Customer Innovation Officer, BT opened discusions. Paul is responsible for ensuring that Innovation and Technology business generates £1 billion over the next three years at BT, he offered his insight to representatives such as Bouygues Telecom - Yves Caseau, EVP Services & Innovation, Belgacom - Stijn Vander Plaetse, VP Innovation, Tiscali - Salvatore Pulvirenti, CIO and Vodafone - Paul Wybrow, Group Technical Director while speaking out about the 7 c’s of communication. Communication is Key and the telecoms industry knows this better than anybody.

“When your communication is important -- that is, when you want it to be remembered -- you need to think carefully and design it to resonate with your intended audience.” Paul Excell – BT

The 7 c’s which consist of context, i.e. is the situation fully understood, and are we asking the right questions. Content, do you have a single definable goal. Components, break down projects into their specifics. Cuts, remove the sections that don’t work and get to the point. Composition, how do you want to deliver your message. Contrast, find the differences and use it to highlight your point, change triggers the attention of others and finally consitancy, make sure your message is maintained.

“The 7 c’s can improve your communication, they lay out a simple sequence which can help you start broadly and work your way down to specifics of a particular problem or project eventually coming up with a solution for the customer .” NGT EU committee member
It is to the benefit of every business to understand and communicate with the customer but how this happens makes the difference between a success or the miscommunication of your message. The Roaming charges for European customers are but another example where companies did not communicate to the customer. It seems at last lessons are being learnt.

Middle East Open for Business

France Telecom have recently announced its plans to acquire five telecom deals in North Africa and the Middle East and are hoping to complete some of these by the end of the summer. This revelation has led to the meeting of the leading names in telecoms at the NGT MENA summit.


France Telecom is set to spend as much $8.6 billion on MENA deals over the next 5 years as part of a ‘double revenue’ strategy to capitalize on emerging markets. This plan comes as a direct result of slowing revenue growth within European markets. Across the MENA region telecoms infrastructures are expanding and modernizing, greater liberalization and competition are positively impacting on the market. The NGT MENA committee (hosted by GDS International) is investing time to identify the critical roles of telecommunications in the economic development of the region. More technologically diverse services are becoming available to both businesses and consumers alike. Internet usage is on the rise and money spent in the right place now will pay dividends.

Key to discussions will be investment into IP based infrastructure to replace the traditional telephone systems, LTE / SAE will play a vital role in developing this further and for unifying service delivery in an all IP environment. But that won't happen overnight and Vodafone Qatar - Grahame Maher, CEO, Du - Osman Sultan, CEO, Etisalat - Azhar Zia-ur-Rehman, Group Director IT Governance, MTN Afghanistan - George Nassif, CIO are only to aware of this. The NGT MENA committee needs to plan and phase in their approach to unified, converged network architecture whilst preserving their investments in existing technologies and service levels.

“A seamless broadband future will require a seamless approach to networking architectures, eradicating complex silo oriented approaches and adopting a far more consistent approach. It is clear that an all IP/MPLS environment will be the ultimate answer, but how and where should wire line and mobile service providers begin to make that journey?” NGU Mena Committee representatives

Emerging markets last year accounted for about 3.3 billion Euros of sales at France Telecom alone and the rest of Europe now appears to have spotted the opportunity, if the right infrastructure is in place than it appears the Middle East will have a bright future ahead.

France Telecom faces trial as former deputy CEO speaks out

In the week that a French court has launched an investigation into whether France Télécom SA should face trial over the suicide of its workers, Louis Pierre Wennes (former deputy CEO of the group) gives his first public interview since his resignation exclusively to MeetTheBoss.tv. Louis resigned from France Telecom in October last year after twenty-four of his staff commit suicide.

Louis was blamed for causing widespread stress in the company owing to his brutal cost-cutting measures. Union leaders pointed the finger at Louis for the suicides owing to a vicious, target-obsessed company culture in which, they say, well-qualified employees (most in their 40s) were pushed to "breaking" point.
An astonishing 22,000 staff have resigned in the last four years. But many remain and have been shifted into high-pressure call centres where individuals compete for monthly results-based bonuses. Mr Wennes, 60, had been overseeing a programme called "Next" to modernise the firm.

Throughout the interview Wennes maintained a professional approach “All I asked from my people was do the best you can, I can’t expect more than your best, but not less because we need it.” When asked about the 24 suicides in 18 months he replied “I do not want to underestimate the issue, but it’s a biased view of the situation, if we look at the facts the suicide rate at France Telecom did not increase during that period, it was more in the year 2000 and similar to the overall French corresponding population.”

This week an investigative judge will decide whether there is enough evidence to open a court case accusing France Télécom and some of its managers of involuntary homicide, which can lead to three years in jail and a substantial fine.
The first public interview with Louis Pierre Wennes (former deputy of France Telecom) will go live this week on MeetTheBoss.TV