Tele2: Contact center for MVNO partners

The main articles are:

• Call Center: Purpose, Types, and Tasks
• Mobile Virtual Network Operator - MVNO (Russian market)
• Mobile Virtual Network Operator - MVNO

2022: Creation of MVNO partner subscriber service center

Tele2, Russian the operator, mobile communication announced on August 8, 2022 the creation of a telecom partner service center on the market subscribers MVNO. The solution is implemented on the basis of contact centers Tele2 and allows you to organize a full cycle of customer service for virtual operators.

The updated solution will help MVNO operators who work on the Tele2 network to organize round-the-clock client support. Companies will inform their users about products and special offers, answer questions, connect and disable additional services.

The high level of expertise of Tele2 specialists in the telecom field and the proven business processes guarantee the high quality of client service when working with the audience of MVNO companies. At the same time, the partner saves on the costs of creating and maintaining his own contact center - on hiring, training and maintaining a large staff, social benefits, purchasing expensive equipment, office equipment, furniture, renting premises.

The Tele2 solution allows you to ensure timely processing of incoming calls, the virtual operator can use other services of the remote client service. For example, if a partner has a need, Tele2 organizes electronic mailings, processing calls in chats and instant messengers, telemarketing and other options for developing the client base. The contact center's task pool can include: consulting technical support specialists, programming call algorithms, preparing a knowledge base, additional training of support service specialists on the specifics of the partner's industry, generating call reporting, phonograms and transcribing dialogues with clients. For certain questions, it is convenient to configure call routing in such a way that when calling on the first line, Tele2 specialists will answer the subscriber, and MVNO employees will answer the second line.

An additional feature will be that Tele2 remote service sites are located in different time zones: in Rostov-on-Don, Saransk, Chelyabinsk and Irkutsk. This will allow you to serve subscribers throughout the country with high quality. The use of the resource of the contact center of the base operator is relevant, both at the initial stage of the formation of the MVNO company, and for an existing business.

In the context of the oversaturation of the mobile communication market, the trend of the development of the business of virtual operators continues. MVNO companies work well with individual audiences, where the positions of traditional mobile operators are not so strong. World experience in the development of the MVNO market shows that the next stage is the use of the expertise of the base operator to customer support the audience of virtual providers. This will help partners build a full-fledged and independent operator business with high quality of service, noted Elena Yurina, Tele2 Remote Service Director.