Mobile operator chooses outsourcer for customer service

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Outsourced customer service provider mplcontact has helped Mobile Virtual Network Operator OVIVO Mobile to launch its innovative mobile phone service with best practice customer service in place from day one.

Working with mplcontact meant that they could launch their service backed by high quality contact centre capabilities, while avoiding the upfront costs and resources typically needed to run a comprehensive customer contact operation.

Since contracting with OVIVO, mplcontact has continuously met the MVNO’s demanding service level agreement (SLA) targets.

“As a start-up mobile operator with a compelling new service – offering free calls, texts and data each month paid for by non-intrusive mobile advertising – it was essential that we were able to deliver our service without compromising on customer service quality,” commented Dariush Zand, CEO and Founder of OVIVO Mobile.

“Building our own contact centre operation would have been extremely costly in terms of time, cost and resources and would have introduced considerable risk into the business as getting customer services right from a standing start is particularly difficult. Working with mplcontact meant we could get up and running really quickly.  mplcontact’s performance has clearly validated our initial decision to outsource.”

Paul-White

Paul White

“Having all the right people and technology in place means that mplcontact can help clients launch their operations within weeks rather than months,” added Paul White, mplcontact’s CEO.

“Working closely with OVIVO Mobile, we were able to support their ambitious business plan – matching demand to their sales campaigns and providing additional resource when service levels peaked. By investing in both our staff and our infrastructure, we’re able to deliver against even the most demanding SLAs, confirming mplcontact as a valuable partner when it comes to enabling start-up operations to move quickly to their next growth stage.”

Author: Jo Robinson

Published On: 27th Feb 2013 - Last modified: 22nd Mar 2017
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