mplcontact, the contact centre specialists, are delighted to announce that they will be working with Ovivo Mobile, the new SIM-only, pre-paid mobile service, to provide end to end customer care services to Ovivo customers.
The service, developed through mobile virtual network aggregator Cognatel and operating across the Vodafone UK network, will see mplcontact agents, based in the company’s Nottingham contact centre, assisting Ovivo customers with new service set-ups and ongoing service enquiries using their intelligentContact technology integrated with Congatel’s system.
Ovivo will benefit from mplcontact’s experience of providing end-to-end customer service programmes; agents will take part in initial training designed specifically for Ovivo’s requirements, with on-going monitoring and quality measures implemented to meet Ovivo’s customer care expectations. This structured training, implementation and monitoring process ensures Ovivo’s decision to outsource their customer care results in a cost effective, robust and scalable facility. mplcontact has deployed a team of customer service skilled agents experienced in providing support for both pre- and post-paid mobile clients. These agents sit within the mlcontact bureau and are, in turn, supported by the rest of the bureau agents at particularly busy periods. They are tasked with ensuring both inbound voice and email contact are responded to within Ovivo’s service levels and with providing customers with a knowledgeable and professional response.
mplcontact has a long history of supporting mobile telecoms clients, particularly start ups, with their delivery of often complex customer care requirements within an environment of unknown or rapidly increasing contact volumes, which can be absorbed easily by mplcontact’s flexible agent resource. The agent’s desktop is designed to incorporate the client’s specific contact management requirements as well as integrating with any back-office systems and databases needed to handle a customer enquiry. This unified approach allows a customer service function, such as Ovivo Mobile’s, to be outsourced without any loss of quality.
Dariush Zand, CEO of Ovivo Mobile, commented “Through our partnership with mplcontact, we have a skilled customer care team in place from launch. As our customer base and service offering grows rapidly the experience, professionalism and expertise of mplcontact will help us maintain a quality customer experience, which is at the heart of our brand and critical to our success.”
Paul White, CEO of mplcontact, adds “We are always pleased to be able to partner with clients who are offering new and innovative products and services, as Ovivo are doing. Our agents love new challenges like this and Ovivo’s customers will certainly benefit from the enthusiasm that our team has for working on exciting new brands."
For more information on Ovivo Mobile visit www.ovivomobile.com