Why MVNOs Need Customer Service and Support for Their OSS-Centric Operations?


For a very long time, MVNOs have remained an integral part of telecom operations. Their niche is to serve those customers who feel alienated by the services of MNOs in their areas. Most MVNOs run their operations on restricted budgets, but their strength lies in innovation and marketing strategies.
As they buy call and data services from bigger players in the market at discounted prices, they are able to target specific group of customers e.g. lifeline customers in the US and attract them with their low-cost offerings. However, because MVNOs have a limited customer base, they cannot afford customer turnover. Hence, Customer Service and Support become extremely important for them.

Virtual Operations Need Real-Life Customer Service Agents

Customers who use MVNO’s services can be very finicky when it comes to the support they get. They do not want to spend a penny extra than what they are obliged to pay. But, such is the nature of telecom operations that disputes do arise because of one reason or another. It is at these times MVNOs need to be extremely careful. 

To manage subscribers effectively, MVNOs should have a cutting-edge subscriber management system that is fast, responsive and efficient at the same time. On top of that, it should also feature a Customer Service and support platform that includes live agents who can solve even the toughest of customer issues with ease.

The Importance of Operational Support System for MVNOs

A quality Operation Support System (OSS) lays down a strong foundation for MVNOs to base their business upon. Some of the vital components of an OSS that play a huge role in day-to-day MVNO operations are listed below:

Administration and Configuration Panel

For effective user management, it is important to manage the number of users utilizing the shared resources. It is vital to create relevant plans, define permissions according to user hierarchy and stay in control of all services that are rendered to the customers.

Sales Chain Management

Managing the sales chain is a vital function of an OSS. The OSS should be able to manage sales chain based on the exact business needs of MVNOs. As a sales chain is directly related with revenue, it needs to be managed properly for ensuring high Returns on Investment (ROI).

Management of Inventory

The distribution of inventory units should be managed effectively for preventing financial losses. Also, it is imperative that inventory management component of an OSS allows for inventory status updates, reassignment along with reconciliation in case of a dispute.

Analytics and Reporting

Subscriber data needs to be analyzed for deriving relevant insights that can be used for forming business strategies. Telgoo5 is an exceptional OSS platform that provides a slave database, which is updated directly by a master database. 

The Value of Customer Service and Support in OSS-Related MVNO Operations

There are multiple OSS functions that need to be performed effectively by an MVNO for maintaining a high level of service delivery and managing customers. To ensure maximum customer satisfaction, it is vital that an MVNO has a Customer Service and Support team that can help them with:

1.      Activation of features on the fly
2.      Handling billing-related queries
3.      Tracking subscriber usage of services
4.      Overseeing service performance
5.      Ensuring capture of revenue

As the number of services offered by MVNOs these days is quite high, the chances of disputes are also high. Latest tech like IoT and 5G generate large amount of data that can be hard to manage for small virtual operators in the market. Therefore, MVNOs need a robust customer service and support platform that they can depend on for handling complex situations.

At Telgoo5, you get one of the best support teams with several years of experience in handling intricate client/customer issues. We are committed to the cause of our clients and go out of our way to ensure all OSS operations are performed exactly as per their expectations.
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MVNO AND MVNE SERVICES