Navigating the era of eSIM - Part 2 – Training Your Staff

Navigating the era of eSIM - Part 2 – Training Your Staff

Last Tuesday, the mobile industry was abuzz as Apple announced the latest version of the iPhone. While there were rumours that the iPhone 15 would only support eSIM, it turns out that Europe will have to wait another year for an eSIM-only device. Nevertheless, the iPhone 15 will still have the option for both physical SIM cards and eSIMs.

As a mobile reseller, the delay of an eSIM-only iPhone should be seen as an opportunity for you to prepare and strategise to ensure you are fully prepared when the inevitable day comes of an eSIM-only iPhone to Europe.

As we continue our series on Navigating the Era of eSIM, today’s article takes a look at what you should be doing to prepare your staff for the eSIM revolution. From training your sales staff to properly sell the benefits of eSIM to upskilling your customer services teams to be able to handle customer queries, it is essential that your staff have the relevant training to provide the best experience to your customers and for you to be seen as a reputable eSIM provider.

Consideration 1: Training Your Sales Team on Selling eSIMs

If you're considering adding eSIM services to your mobile business, it's important to understand that success in this area depends on more than just technical expertise. It also hinges on your ability to effectively explain the benefits and versatility of eSIM technology to potential customers.

In an industry that's constantly evolving and highly competitive, it's crucial for your business to not only adapt to changes but to drive them as well. Introducing eSIM technology is a significant step in this direction, promising unmatched convenience, flexibility, and efficiency in the realm of mobile connectivity.

However, the adoption of eSIM technology isn't solely based on its inherent advantages; it's also reliant on how well you can communicate these benefits to your customers. Your sales team is crucial in this effort, serving as the connection between cutting-edge technology and end-users seeking a seamless mobile experience.

Here are some steps to consider when training your sales team:

  1. Understand the Technology: Start by ensuring that your sales team has a solid understanding of eSIM technology. They should know how it works, its advantages over traditional SIM cards, and how it benefits different customer segments.
  2. Highlight Customer Benefits: Train your sales staff to emphasise the benefits of eSIM to potential customers. These benefits may include the convenience of remotely activating and managing their mobile plans, the ability to use multiple profiles on a single device, and the flexibility to switch carriers easily.
  3. Address Common Concerns: Equip your sales team with the knowledge and strategies to address common concerns or misconceptions customers might have about eSIM, such as security, compatibility, or data privacy.
  4. Product Knowledge: Ensure your team is well-versed in the eSIM-compatible devices you offer, especially as more eSIM-compatible phones become available. They should be able to explain the eSIM activation process specific to each device.
  5. Hands-On Training: If possible, provide hands-on training with eSIM activation procedures using demo devices. This can help your staff gain practical experience and confidence in assisting customers.
  6. Sales Collateral: Develop informative and visually engaging sales materials and resources that your team can use when explaining eSIMs to customers. These materials should be clear, concise, and persuasive in showcasing the advantages of eSIM technology.

To boost your sales team's ability to market and sell eSIM services with confidence, consider implementing these thorough training steps. This will not only enhance the customer experience but also establish your reputation as a trusted eSIM provider.

Consideration 2: Training Your Customer Service Team with Supporting eSIMs

When offering eSIM as part of your portfolio, being able to sell it effectively is not the only factor that will drive your success. Beyond the initial sale, the ongoing support and satisfaction of your valued customers hold the key to retaining your customers and securing your footing in this growing marketplace.

Preparing your customer service representatives to be able to support your eSIM proposition is equally critical. They will serve as the frontline ambassadors of your brand, the first point of contact for customers seeking assistance with eSIM-related queries or issues.

Your customer service team must be equipped with a comprehensive understanding of eSIM technology, from its fundamental principles to its practical applications across a range of devices. This knowledge enables them to guide customers through the intricacies of eSIM activation, profile management, and troubleshooting with confidence and clarity.

When upskilling your customer service team here are 6 things you should include as part of your training:

  1. In-Depth eSIM Knowledge: Just as your sales team requires a deep understanding of eSIM technology, your customer service team should be equally well-versed. Ensure they grasp the fundamentals, including eSIM activation, profile management, and troubleshooting procedures.
  2. Handling Activation and Setup: Equip your customer service team with the skills to guide customers through eSIM activation and setup. Make sure they can assist customers remotely and provide clear, step-by-step instructions. Make sure to understand how the activation process may differ by network operator.
  3. Troubleshooting Expertise: Customer service teams should be prepared to troubleshoot common eSIM issues effectively. Provide them with a troubleshooting playbook that covers scenarios such as profile download failures, network connectivity problems, and device compatibility concerns.
  4. Regular Training and Updates: The eSIM landscape is continually evolving. Keep your customer service team updated with the latest developments, industry trends, and changes in eSIM technology through regular training sessions.
  5. Quality Assurance: Implement quality assurance measures to monitor and evaluate customer service interactions related to eSIMs. Use feedback and performance assessments to identify areas for improvement.
  6. Customer-Focused Resources: Create a knowledge base or FAQs specifically tailored to eSIM-related questions. This can serve as a valuable resource for both customers and your customer service team.

Cellhire – The Perfect Partner To Deliver eSIM for your Business.

Did you know we can help you by offering eSIM as a product of your business? When you partner with Cellhire, you can access a range of wholesale tariffs, available on both traditional SIM and eSIM, to help you grow your base of customers.

By offering your customers not only some of the best mobile voice and data packages available but also the latest technologies like eSIM, you can set yourself apart from your competition.

What's more, with our cutting-edge SIM Management portal, you have complete control over your eSIM estate, allowing you on a single screen to activate bars and caps on a sim-by-sim basis.

With Cellhire, you have a partner who has years of experience in supporting eSIM technology so you can feel reassured that you’re in a safe pair of hands.

Interested in becoming a Cellhire Partner? Email Partners@cellhire.com and let’s get started!

Already a Cellhire partner but not currently offering eSIM? Reach out to your account manager today and we can help get you up and running so you don’t miss out on the next big opportunity.

Last Modified: 19/09/2023
Written by: Anthony Pulsford