CUSTOMER CARE

A critical contributor to customer satisfaction is the availability of high quality customer support. Many operators have invested in systems to support Billing and CRM, yet have inadequate and inefficient processes for handling coverage-related customer enquiries and complaints. With the rapid roll-out of mobile broadband, call volumes are increasing and compounding the problem.

Call centres have little or no information on current network status, and with their KPIs based on call completion and waiting times, it's no wonder most of coverage enquiries are passed on to 2nd and 3rd line support for processing. The impact on customers is two fold: resolution times are too long and the overall experience is negative. Both lead to frustration and put customers in a vulnerable state for potential churn.  Additionally, the costs associated with handling network enquiries increases 10 fold as it moves out of the call centre and into technical departments. With network-related enquiries numbering in their thousands per month this adds up to a significant, and unnecessary, financial burden.

mBOSS CustomerCare - automating CCM where it matters most

CellVision are the pioneers of CCM, providing integrated solutions for Mobile Operators worldwide. mBOSS CustomerCare translates complex network information into language that customer care agents can understand - with colour coded maps and fast, flexible search capabilities. Agents using mBOSS CustomerCare can handle the majority of network related calls themselves - with useful, up-to-date related information on any faults in any location. Most calls can be closed immediately, providing a satisfying experience for customers as well as agents and vastly reducing the number of enquires passed on. For the remaining issues, accurate geo-coding of reported faults using mBOSS coverage tickets helps to reduce response times by eliminating duplicate effort in 2nd and 3rd line support.

Based on the mBOSS industry-leading platform, the solution leverages information contained in your existing systems and can be simply integrated into your Customer Care front-end.  All services such as 2G, 3G, HSPA, WiFi hotspots can be displayed individually or layered. mBOSS CustomerCare integrates seamlessly with existing information sources and systems and is automatically updated to cater for the many network changes occurring daily.