TIER 1 & 2 CUSTOMER
CARE FOR MVNOs

TIER 1 & 2 CUSTOMER CARE FOR MVNOs

TIER 1 & 2 CUSTOMER CARE FOR MVNOs

Optimizing Subscriber Experiences for Mobile Virtual Network Operators

MVNOs operate in one of the most competitive sectors of telecom. Subscribers expect instant activations, transparent billing, seamless SIM swaps, and responsive troubleshooting—across every channel. Delays or errors in Tier 1 & 2 support directly impact churn, loyalty, and long-term growth.

Outsourcing Tier 1 & 2 customer care ensures MVNOs can scale subscriber support quickly, improve efficiency, and deliver exceptional customer experiences at lower cost.

Optimize Your Tier 1 & 2 MVNO Support and Operations

Fusion CX brings 25+ years of telecom experience and a global BPM model to MVNO support. Our approach combines skilled Care Xperts with Omind AI tools to streamline Tier 1 & 2 processes—helping MVNOs achieve faster resolutions, better CSAT, and scalable growth.

OUTSOURCING SOLUTIONS FOR TIER 1 & 2 MVNO CARE

Subscriber Onboarding & Activations

Seamless new account setup and activation support ensures friction-free subscriber experiences from day one.

Billing & Rate Plan Management

Accurate, responsive assistance for billing inquiries, payments, and plan changes builds trust and loyalty.

SIM Swap & Device Transition Support

Fast, secure handling of SIM replacements and device transitions reduces frustration and service disruption.

Service Troubleshooting

Tier 1 agents handle routine technical issues; Tier 2 provides escalated resolution for more complex service challenges.

Omnichannel Engagement

Support across voice, chat, email, and social channels—meeting subscribers where they are.

THE FUSION CX-FACTOR

Global
Coverage

Deep Telco
Expertise

AI-Powered
Efficiency

Scalability

Flexible
Pricing

TRANSFORMING CX WITH AI

MindVoice

Next-gen AI voice agents for intelligent subscriber interactions.

MindSpeech

Real-time voice harmonization to improve agent efficiency and customer satisfaction.

Arya

Advanced AI engine to bring about holistic agent assistance and analytics

AI QMS

AI-powered quality management to streamline audits and ensure compliance.

Conversational AI Bots

Human-like chatbots and voicebots for consistent omnichannel support.

HOW WE WORK

Fusion CX begins by analyzing your current Tier 1 & 2 support processes, identifying friction points in activations, billing, SIM transitions, and troubleshooting. We then design tailored workflows, deploy trained Care Xperts, and integrate Omind AI to enhance support delivery. Our consulting-led approach ensures your operations scale with subscriber growth while maintaining efficiency and quality.

KEY BENEFITS FOR MVNO OPERATORS

Reduced average resolution times (up to 83% faster).

Increased customer satisfaction (+24% CSAT in year one).

Higher first-call resolution rates and improved retention.

24/7 multilingual omnichannel coverage.

Scalable support aligned with subscriber growth.

TIER 1 & 2 CUSTOMER CARE FOR MVNOs

GET IN TOUCH

Fill out the form below and our MVNO specialists will reach out to design a support solution tailored to your needs.


    FAQS

    FAQS

    What is Tier 1 vs. Tier 2 support for MVNOs?

    Tier 1 resolves routine inquiries like activations and billing, while Tier 2 handles more complex issues requiring deeper expertise.

    How can outsourcing Tier 1 & 2 support help MVNOs?

    It reduces operational costs, improves resolution times, and ensures consistent subscriber experiences.

    Does Fusion CX provide multilingual Tier 1 & 2 support?

    Yes, support is available in 25+ languages across voice, chat, email, and social.

    How quickly can Fusion CX ramp up support teams?

    We can recruit, train, and deploy Tier 1 & 2 support teams in under 30 days.

    What results have Fusion CX delivered for MVNOs?

    We’ve reduced resolution times by 83% and boosted CSAT by 24% in the first year.

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