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5 Crucial Functions of Modern-Day Telecom Software Solutions

In the past, telecom operators’ focus mainly revolved around their core competencies, which included procuring radio frequency spectrum, laying down the network infrastructure and delivering the OSS and BSS services. Billing was also an important aspect of their day-to-day operations; however, it was not really as crucial as it is today. Subscribers were happy as long as their calls and SMS services worked and they routinely paid their almost-similar monthly bills. However, with the emergence of new technologies and services, a modern-day telecom bill looks very different from its elder cousins. The added complexity in today’s invoices is a direct result of the intricate functions that telcos need to perform these days.

5 Essential Functionalities of Modern-Day Billing Solutions

Convergence in billing and real-time charging

The biggest requirement of modern-day telecom software solutions is that they need to be convergent. This can be accomplished by partnering with a telecom billing specialist that uses an Online Charging System (OCS) for charging all services. An OCS that meets 3GPP-specified technical specifications prevents loss of revenue and allows you to create convergent invoices with charges of all services mentioned in a single document. This creates transparency in the billing procedure and helps you build a trustful bond with your customers.

Allows for innovative discounts

A telecom billing solution should give you complete flexibility in stacking up different services as per requirements. And more importantly, it should enable you to launch attractive plans with innovative discounts like cross-product discounts. For example, cross-product discounts can elicit interest of customers in your lesser-used services, when you pair them up with a service that is readily used. A discount on IPTV (lesser used service) when a minimum number of calls (frequently used service) are made, can familiarize your customers with the lesser-used IPTV service and also incentivize them to make more calls.  

Provision for useful APIs

For an MVNO (Mobile Virtual Network Operator), APIs can be extremely useful. As APIs allow you to perform new functions without overhauling the already-bought software, you are able to enhance your workflow without spending mega bucks. For example, if you are in need of a shipping vendor to supply your SIM cards to the subscribers, you can simply download the API provided by the MVNE, login to it and start printing your shipping labels. This way, you won’t have to get involved in the hassle of forging new partnerships with new vendors and customizing your pre-existing telecom software solution.

Reports and analytics

Every operator requires analytics and reporting capabilities, especially in today’s highly competitive business environment. Therefore, you should analyze the telecom software solutions on their analytical performance before making an investment. Through analytics, you will learn more about your subscribers and hence would be able to create pertinent business strategies that are in tune with your subscribers’ interests.

Scalability and security

Whenever an operator grows its network, it also has to scale its billing capabilities. This can be done by procuring telecom software solutions like Telgoo5. Not only Telgoo5 allows for complete scaling, it is also encrypted to prevent information loss due to hack attacks.  

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Why Customer Service Outsourcing Is Important for Order Processing?

Missing out on an order is nothing less than a crime. Given the current state of competition, it is hard enough to keep hold of customers. And, when you add the attrition rate due to lack of sensitivity towards customer needs, the odds become hard to overcome. This is where order processing services can come to the aid of your business. Equipped with all the latest and greatest tools, there are many vendors out there that specialize in the processing of orders. So, for companies that do not have the right resources at their disposal, it makes good business sense to resort to customer service outsourcing for order processing instead of struggling with these tasks in-house.

Challenges Faced in Order Processing

Order processing is a complex domain that requires you to overcome certain challenges. Below is a list:

1.      Management of confusing shipping schedules along with order profiles

2.      Inventory management and alignment of orders across various channels

3.      Tracking of orders and order fulfillment

4.      Evaluation, analytics and reporting

It has been seen that the task of tracking and fulfilling orders across two or more channels can be backbreaking for any business owner. And, nowadays it is just not possible to rely on one channel for making a profit. Hence, it is imperative that you either take the burden of the task on yourself or perform customer service outsourcing for order processing to someone who can perform the task as per your expectation.

Overcome the Challenge of Order Management with Outsourcing

Outsourcing your order processing can be wise decision only when you offload your tasks to someone who has the necessary tools as well as the workforce to get the job done. A capable order processing vendor like Vcare can provide you:

1.      An experienced staff – Order processing is a specialized field that requires you to have well-trained individuals that understand the behavior of customers. By partnering with an accomplished vendor, you eliminate the the effort required to recruit and train new employees.

2.      Quick accomplishment of order processing – An order processing operation receives a high call volume most of the times. This requires your agents to finish calls within a stipulated time. By partnering with a veteran in the industry, you ensure that your reps are able to attend to all phone calls. Remember: Missing out on a call can result in loss of a customer and defamation of your brand.

3.      Order management tool – Procuring the right order management tool can be a pain. Also, it costs a lot, which prevents many business owners from investing in it. However, when you associate with a capable vendor like Vcare, you get access to a software solution that lets you cover the entire scope of order processing from:

·         Accepting orders and payments

·         Routing orders according to the proximity to destination

·         Timely updates to inventory

Making the Most of Outsourcing Opportunity

Partnering with an outsourcing company for order processing is a wise decision; however, it can be made even better when you utilize outsourcing for other tasks like email response management. A partnership with the right vendor not only reduces the burden on you but it also ensures that your clients get the support they deserve.