Attempting to keep your head above water in the mobile industry is no easy feat no matter what network you are administering. For Mobile Virtual Network Operators (MVNOs), the industry has become very competitive - even really promising start-ups may wind up out in the cold.
To get your MVNO to the next level, you need to consider anything and everything that can be done to improve it. That leads to a very interesting discussion. On the surface, it would appear that price would be the most vital characteristic as all these types of operators exist to offer cheaper services in the first place. That said, with the vast array of platforms already available, there is only so low you can offer your services in order to stay in the competition. In today’s age, the focus of your brand should be prioritized on one word; value. Indeed, Value is More Important The pricing models that your wireless MVNO offers can drive traffic to your network and enhance the chances of it succeeding. When compared with value, however, they will not hold the same level of importance. One must consider - what can you do to increase the value of the offerings that you have in store? Many providers will deliver what are known as Value Added Services to their consumers. You see, your MVNO service is already going to include the core and primary service packages. By including Value Added Services, you can vastly improve the quality of your brand by making the overall experience more convenient for your consumer base. In addition to that, they will bring in more revenue per user. So, instead of simply scaling down your prices, you can offer unique and effective Value Added Services into the fold. Some added services can even place an increased demand on your standard services. What Types of Options Are Out There? The exciting news is there are a ton of different offerings out there and tons of unique software that you can invest in and provide to help both you and your customers. There are programs out there that will enable diverse communication between different types of mobile applications and various systems. This can allow for data to be reused and can help to streamline the entire communication process. On the customer end of things, you can invest in Value Added Services that allow for certain transactions and tasks to be possible. Again, this adds convenience and in the modern world of technology, that is what it is all about. When it all comes down to it, both price and value are essential but the latter’s importance continues to increase all the time. That makes it all the more important that you carefully consider what Mobile Virtual Network Enabler (MVNE) you partner with. With our exclusive and top-of-the-line platform coupled with our vast understanding of the industry, you can feel confident partnering with Telgoo5. Our team is always happy to discuss how we can help your brand and answer any inquiries you may have.
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Most modern-day companies shy away from spending too much on side operations like call answering services. The pressure of managing a new department can be simply too much. Therefore, companies often miss out on opportunities to grow their business. Answering services and inbound call center can be really useful, especially after a promotional campaign or when you are looking for a receptionist.
The Real Value of Call Answering Services Unleashed with Outsourcing Call answering services outsourcing can become a real asset for your business. In this inbound call center blog, you would learn about some of the major advantages of these services: A worthwhile replacement for receptionist Hiring a receptionist for answering business calls is a good idea, but it is filled with hassles. The process of recruitment, paying monthly salaries along with benefits can put a dent in your pocket. But, by outsourcing call answering services, you are able to get the work done at a fraction of the cost. Also, if the call volume increases at some point, you have the option to increase the number of people answering calls. A professional way to answer customers An expert vendor with relevant experience in the field has already handled several call answering projects. It has veteran call center agents manning the phone stations who know exactly how to behave on calls. Inculcating the same etiquettes into new joiners in an in-house call center operation can take a long time. This is why; outsourcing call answering services is a great option for growing businesses. Access to the latest tech A pro call answering vendor can help you with tools like CRM and IVR. Also, it is possible to integrate an IVR menu that guides customers to the right department. Seeing such an advanced option leaves a positive impression on the customers who call in. Your business looks more established when you employ the services of a veteran call center company. No need to procure infrastructure Running an additional department for call answering services after a promotional campaign requires you to procure infrastructure. You have to vacate or buy extra space for the call answering team, invest in software, networking equipment, facilities for agents etc. But, when you outsource, you get the entire essential infrastructure without any major capital investment. Allows you to focus on core process With your call answering tasks performed by a vendor, you have all the time in the world to focus upon your core operations. This ultimately helps you grow your business. Option to run 24x7 call answering process When you outsource to a reputed company like Vcare, you can run your call answering operation round-the-clock. Such an outsourcing venture allows you to handle calls at any time of the day. It is especially beneficial for companies that work with offshore clients. If not for 24x7 answering service, you won’t be able to answer calls made by offshore clients living in countries with substantial time difference. Opportunity to exploit currency exchange rate Answering services and inbound call center can be outsourced to a country with weaker currency. This can be hugely profitable as you get to exploit the currency exchange rate. Case in point being, an American company can outsource to India and reduce the cost of operation by up to 2-3 times. Call center outsourcing companies have become a vital requirement of modern-day businesses. To achieve the desired results via an outsourcing venture, it is essential to check on their performance from time to time. In most cases, outsourcing vendors send periodic reports to companies with bifurcation of different statistics. But, due to a lack of time on their hands, outsourcers often fail to go through these reports. And, hence, they are unable to fix issues/problems on time.
Identifying the Statistics that Matter the Most In case, you don’t have time to go through the complete reports, you should focus on the Key Performance Indicators (KPIs) that matter the most. Have a look at some critical KPIs: CSAT Customer satisfaction rating better known as CSAT is one of the most important call center KPIs. It needs to be high in order to ensure maximum customer happiness. Call center outsourcing companies that have agents who understand the pulse of customers are the ones who excel at maintaining high CSAT scores. FCR First call resolution (FCR) tells you a lot about the ability of agents to resolve issues. When an agent resolves customer query on the first call, it creates a positive impression. This impression goes a long way in fostering customer trust. When customers know that their issue will be resolved quickly, they are more likely to purchase your products and subscribe to your services. AHT Average handling time (AHT) has several implications in a call center operation. Call center outsourcing companies that prioritize AHT are able to reduce the traffic. Hence, customer wait times in queues are lowered considerably. The agents are not forced to expedite calls, and therefore, they are able to offer better overall customer experience. Call Abandonment There is nothing worse than calls been abandoned in a call center process. While it is very much possible that customers voluntarily disconnect the call for personal reasons, any mistake from your end won’t be tolerated. Maintaining a low call abandonment rate should be your priority, and you should always check it in the monthly reports. Sales per Agent This stat is exclusively for outbound call center processes. The sales agents are solely judged by their ability to make sales. So, if sales per agent are high, you can be rest assured that your call center operation is in good hands. Peak Hour Traffic Peak hour traffic and how it is handled tests the character of call center managers and team leaders. Always check this stat religiously and ensure that the call center outsourcing company you have recruited is allocating ample agents to meet the requirements at peak hours. After Call Work Time While this stat may not immediately impact the performance of a call center, it can play a huge role in the long-term. When ‘after call work time’ remains high for long durations, it ultimately starts to impact the productivity. Ensure that this time is kept to the lowest and you will see a gradual rise in productivity. Conclusion Maintaining a high level of service in a call center operation for a long time can be a difficult task. As most outsourcers do not have time to go through detailed reports, they might not be able to regulate the process appropriately. Hence, when you partner with call center outsourcing companies, at least observe the KPIs mentioned in this article for ensuring good results. |
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