Outsourced customer service provider mplcontact has proved
instrumental in helping Mobile Virtual Network Operator OVIVO
Mobile to launch its innovative mobile phone service with best
practice customer service in place from day one.
Working with mplcontact meant that OVIVO could launch its
service backed by high quality contact centre capabilities,
while avoiding the upfront costs and resources typically needed
to run a comprehensive customer contact operation.
Since contracting with OVIVO, mplcontact has continuously met,
or exceeded, the MVNO’s demanding service level agreement (SLA)
For OVIVO, the benefits of mplcontact’s outsourcing approach
have included immediate access to best practice contact centre
staff and technologies, a proven customer service delivery
capability, and risk reduction as mplcontact’s costs are
directly related to actual call volumes.
This provides start-ups with the control they need, while
removing the concerns related to having a dedicated outsourced
team with expensive fixed costs.
"As a start-up mobile operator with a compelling new service –
offering free calls, texts and data each month paid for by
non-intrusive mobile advertising – it was essential that we were
able to deliver our service without compromising on customer
service quality.” commented Dariush Zand, CEO and Founder of
“Building our own contact centre operation would have been
extremely costly in terns of time, cost and resources and would
have introduced considerable risk into the business as getting
customer services right from a standing start is particularly
difficult. Working with mplcontact meant we could get up and
running really quickly.
“mplcontact’s performance has clearly validated our initial
decision to outsource, and we’ve been particularly impressed by
the quality of mplcontact’s agents, the experience of the
company’s management, and the power of their underlying
technology platform,” he continued.
“Having all the right people and technology in place means that
mplcontact can help clients launch their operations within weeks
rather than months,” added Paul White, mplcontact’s CEO.
“Working closely with OVIVO Mobile ,we were able to support
their ambitious business plan - matching demand to their sales
campaigns and providing additional resource when service levels
peaked. By investing in both our staff and our infrastructure,
we’re able to deliver against even the most demanding SLAs,
confirming mplcontact as a valuable partner when it comes to
enabling start-up operations to move quickly to their next
As a Mobile Virtual Network Operator, OVIVO Mobile adds value to
its network offering by providing a SIM only, Pay as You Go
service with a big difference: free calls, texts and data each
month, without the need to top-up each month, and with no
contracts or commitments.
mplcontact has a UK-wide network of contact centres, located in
Edinburgh, Sutton Coldfield, Winchester, Nottingham, Portsmouth
and Belfast, that provides clients and their customers with
unrivalled resilience and consistent service delivery. All
mplcontact centres use technology developed in-house on the
company’s intelligentContact multimedia contact handling
platform. This incorporates all the key technology elements of
best practice contact centre solutions, including an ACD, CTI,
IVR, a scripting package, customer database, messaging,
workflow, scheduling, reporting and other business applications.