Impact of Multiple Toll Free Numbers, Short Codes & Portals for UCC, Telemarketing, MVAS, Data, MNP

06:41:00

The most annoying aspect of MVAS user base is to keep getting IVR, SMS initiated promotional campaign by MNO’s, VAS provider and Enterprises. This has triggered more and more MVAS user opting for DNC directory registration. The continuous attempt and failure to stop unwarranted activities by ecosystem prompted regulators to come out with regulatory directive implementation to reduce mobile user pain points.

For UCC, the NDNC mobile users are supposed to call back on paid customer service of mobile operator to provide the details of UCC. Post launching complaint, mobile users get ticket number with a promise that they will not be getting UCC message after 4 business days and mobile operators’ customer support team will validate the same post deadline date.

Alternatively (Ref http://www.nccptrai.gov.in/nccpregistry/Welcome.jsp?EIID=null ) customer must send SMS to 1909 by following the format "the unsolicited commercial communication, XXXXXXXXXX, dd/mm/yy". Where XXXXXXXXXX - is the telephone number or header of the SMS, from which the UCC has originated. The telephone number or header and the date of receipt of the unsolicited commercial SMS may be appended with such SMS, while forwarding to 1909, with or without space after comma.

In a similar fashion, unwarranted MVAS deactivation process include mobile user calling IVR supported and guided toll free number 155223. The system identifies called number, maps it with the any activated MVAS services and subsequently execute customer request.

For MNP, each mobile operators launch different toll free number series with 1800. The mobile user needs to visit MNP status section of foreign network to check the status of their porting request.

For any information regarding new service, MVAS, Billing status, the mobile user need to call 121 or 111 or other allocated numbers.

The multiple information points, complaint numbers, toll free numbers are not adding value but confusions for mobile consumer base. It’s a human nature that single click service always gets higher adoption.

It raises more queries than answer viz.
  1.  When UCC regulatory solution is already implemented then why mobile users are still receiving UCC. It is very common to hear from service provider that they are not allowing any UCC initiating from home network whereas cannot control the same when UCC is directed from foreign network. It shows that either customer service professionals are not trained properly or not willing to accept the gap in the network.
  2. Isn’t it possible to block MSISDN initiated UCC messages at network level? The UCC complaint directives and subsequent release of number of complaints confirms that there are gaps in the directives or network levels
  3. What are the mechanisms used to check the content of an UCC to validate if the regulatory directives are followed? For example, the limit of 200 SMS per day are being misused to  flood UCC and based on the current state, it is very clear that there are gaps in correlating information from NDNC dipping server, Content filtering, Security and White/black listing of MSISDN.
  4. Is there any monitoring tools implemented to scan SMPP based messages and accordingly to block illegal traffic?
  5. If SMS is used to get the confirmation from mobile user for the authorization to activate MVAS for any new services then the mobile operators may also opt the same process to take the authorization for existing running MVAS. It is hard to understand why mobile users are accountable to initiate the process to deactivate existing services
  6. Is it difficult to create consolidated portal and single toll free for MNP, with hierarchical administrator management functionality, offering mobile user to select from the list of all service providers with service area and opt for foreign network?
  7. Is it mandatory under any clause of regulatory directives that service providers must offer different toll free number or can consolidate under one toll free number? In my knowledge that’s not the case
  8. Isn’t it really difficult for most of the mobile user to maintain all Toll free number? Many consumer and prosumer don’t even know on going initiative by service providers or regulatory body
  9. Generally, its consumer and prosumer tendency to ignore bothering SMS and OBD based promotional calls but it should not be ignored given the growing security threats towards mobile devices. According to TNN research the 'Malware attacks on mobiles went up 122% in 2012 compared to 2011’. The research outcome also demonstrates the hidden threat towards user device, data including financial information.
Consolidation of all authorization, activation, deactivation, and complaint across UCC, Telemarketing, MVAS, MNP and integrating it with existing or new portal is going to reduce cost as well as increase awareness among userbase.

In conclusion, the current scenario is creating complex environment for consumer to launch their complaints. It is impacting negatively on mobile operator O&M cost structure and subsequently high TCS (total cost of service) per consumer. The streamlined consolidated single portal, single Toll free number across mobile operators’ network which can be owned by mutually agreed third party will result in quick resolution of consumer pain. The move would be a win-win situation for service provider to comply with regulation by sharing the cost of management of portal. In a scary upsurge of security threats towards mobile devices, all of us should come forward to raise concern. Any negligence can be used as entry point by hackers.

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Tuesday, 11 June 2013 at 07:53:00 GMT-7 delete

The mobile user needs customer experience strategy to visit MNP status section of foreign network to check the status of their porting request.

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Thursday, 13 June 2013 at 06:40:00 GMT-7 delete

This has triggered more and more MVAS user opting for DNC directory registration. The continuous attempt and failure to stop unwarranted bingo online activities by ecosystem prompted regulators to come out with regulatory directive implementation to reduce mobile user pain points.

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