According to the research report by Transparency Market Research, the global market of BSS/OSS is estimated to touch $48.5 billion with a CAGR of 16.2 % by the year 2018. This fact is enough to reflect the growing importance of billing software in telecom industry. It is an inevitable part of the industry as it provides advantages to both companies and their customers.
Here are some important factors that highlight the importance of telecom billing software in the telecom sector.
During the initial stages of mobile phone technology, the number of telecom operators was very limited. But with the boom in this sector and increase in the number of mobile users, the telecom operators also grew exponentially. This resulted in a stiff competition in which only the companies with latest technology were able to survive.
The modification in technology also resulted in complexity in the services offered by the telecom sector. Therefore, the telecom companies needed an accurate system to calculate the phone, text and data related usage by the customers.
Operating customer service in present scenario without interactive Voice Response (IVR) is the most amateur decision a growing company can take. Even a research by JD Power & Associates reported that IVR constitutes 27 percent of total call experience. Therefore, it is essential for every firm to implement this inevitable technology in the customer care process as it comes with multiple benefits.
Let’s first go through techniques that must be implemented by call center firms to optimize the IVR system.
After procuring the goods customers wants to be looked after and cared for. If the retailers are able to provide such services with finesse then this will not only retain the client but it will create a humongous impact on the brand value of the retailers who opt for services from call centers. This feature of client retention and goodwill is a marketing technique followed by most of the retailers nowadays.
A satisfied client spreads like wild fire in the market and a client will only be satisfied after he has received optimum utilization of the purchased product or service. Clients are satisfied when their issues are addressed in the first interaction with the customer service representative. In today’s scenario no one has the time to even look at a beautiful flower that is growing in the street forget that they will have the patience to deal with unresponsiveness. The customers look for solutions then and there. The moment the phase of waiting begins, the customers will tend to get irritated and there are 99% chances for customers to opt for other services as there are, “n” number of service providers in the market. The moment this level of irritation arises then the company is at a toss. The loss of a customer is almost like a loss of a value and this is something a company will not acknowledge.