Driving Telecom VAS Excellence: Nationwide Field Assurance for a Leading Indian Operator

Client Context

A leading Indian telecom operator required a comprehensive field assurance partner to validate the performance of its Value-Added Services (VAS) across diverse network conditions, regions, and languages. The objective was to conduct Pan-India operational audits, track competition, and assess customer sentiment to enhance overall service quality.

Project Scope & Challenges

Key insights Areas:

• VAS Performance insights – Validation across 2G, 3G, 4G networks.
• Regional Coverage & Localization – insights in 26 cities and 12 Indian languages for user inclusivity.
• End-User Experience Evaluation – Capturing the Voice of Customer at a national level.
• Competitive Benchmarking – Hub-wise tracking of VAS performance against competitors.
• Content & Compliance Audits – Collating and auditing content across North, South, East, and West hubs.

Operational Challenges:

• Ensuring rapid onboarding of testers and auditors across diverse locations.
• Managing real-time assessments in Metropolitan, Urban, and Semi-Urban regions.
• Executing 450+ assessments per month while maintaining accuracy and efficiency.

Oprimes’ Solution & Execution

To ensure seamless execution, Oprimes deployed a dedicated team comprising: 

• 40 Field Testers 
• 4 Regional Coordinators 
• 1 Test Program Manager (Onsite at Client Location)

Our approach included:
Rapid Deployment: The entire team was onboarded within 72 hours with periodic rotation across cities.
Strategic insights Assignments: Monthly prioritization of services, with structured test scenarios assigned via the Passbrains platform.
Comprehensive Reporting: Testers activated, executed, and reported issues in real-time, with detailed weekly and monthly insights for the client.
Diverse Device & Network Coverage: insights conducted across 16 telecom circles, using 25 handset models, including iPhones, Android smartphones, feature phones, and tablets.

Key Achievements & Impact

• 450+ VAS assessments conducted per month across the country.
• Improved VAS reliability and performance under real-world conditions.
• Enhanced localization and customer experience across 12 regional languages.
• Strengthened competitive intelligence through ongoing benchmarking.
• Identified and reported critical production issues, leading to service optimizations.

Why Oprimes?

Unmatched Nationwide Coverage – 26 cities, 16 telecom circles, and diverse demographics.
Scalable & Agile Execution – Rapid tester deployment and continuous rotation to expand reach.
AI-Driven Insights & Reporting – Structured audits leading to actionable improvements.
Multi-Device, Multi-Language Expertise – insights across a wide range of devices & languages.

Transform Your Telecom VAS with Industry-Leading Field Assurance

Oprimes’ extensive field assurance capabilities helped the client optimize its VAS services, enhance customer experience, and maintain regulatory compliance across India.

Get in touch with us to take your telecom services to the next level!