Local telcos top prepaid pre-sale stakes, stumble at closing

WHEN it comes to the prepaid sector, local telecommunications companies or telcos shine in the pre-sale customer experience category, but stumble at closing the sale, a recent KPMG report found.

Of the 25 countries included in the study, Singapore topped the pre-sale experience chart, came in fifth on the sale experience rankings, but slipped to 24th in the closing stakes.

"(Singapore) did not perform well in closing the sale, in terms of being more proactive in offering assistance with SIM activation, and in providing additional information such as top-up options available," said Juvanus Tjandra, partner, management consulting for KPMG in Singapore.