MVNOs benefit from Metricell’s solutions to help more efficiently serve and understand their customers, reduce demand on their support channels and ensure their host operators are providing the level of service agreed within contracts and SLAs.
Our SmartAgents software is currently being utilised by several UK MVNOs as well as Tier One operators around the world to bring fast benefits to both customer satisfaction and operational metrics including MTTR,FCR and PTC.
SmartAgents centralises a range of key data, such as current maintenance and coverage information, into an interface designed to provide fast answers about localised network service.
Live insight into network performance is essential for both customers looking for information about their service as well as for contact centre agents tasked with delivering an efficient resolution to inbound queries. Embracing digital channels which prioritise automation and self-service can bring fast value to a range of customer satisfaction and call centre KPIs whether via live service checkers on an MVNO’s website or intuitive service software for contact centre personnel.sERVICE cHECKER
As MVNOs have no control over network performance, it’s important that they are able to independently understand the experience of their customers and also whether their host network is meeting the standards set out in contracts and SLAs.
This is where crowdsourcing becomes valuable for MVNOs. Accurate customer experience data can be utilised for a range of use cases including: gaining an understanding of customer behaviour, informing customer retention strategy, identifying and troubleshooting customer issues, benchmarking, and tracking footfall in shops to assess peak times and branch popularity.
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