The pandemic put the telecom industry front and center as almost every human interaction moved online. In 2023, the industry will continue to be at the heart of digital disruption. But ongoing challenges will persist. Read on for our predictions around four key telecom trends and their effects on field service.
The margin squeeze will continue
While VoIP adoption is growing, annualized revenue from US VoIP businesses is declining. US VoIP revenue decreased by 1.9 percent from 2015 to 2020, according to IBISWorld. Fewer people are working from offices where VoIP phones are used. This could result in further declines in the coming years.
With flat or declining revenues, telecom businesses will continue to face margin pressure. By using an on-demand workforce, companies can support growth opportunities without capital investment. Moving from a fixed to a variable labor model can help companies protect their margins.
Service contracts are more important than ever for preserving revenue and margin. On-demand labor is ideal for supporting service contracts. This is because having exclusively full-time workers on call for emergency repair and troubleshooting is costly.
Further, using on-demand labor in geographies without full-time staff can reduce travel expenses.