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.
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