Alok Kumar, an engineer from IIT Kharagpur, has been instrumental in laying the foundations of Service Delivery organization for leading telecom operators in India – both in the mobile / fixed line & data services.
He has behind him 37 years of career spanning sales, ISO 9000 / total quality management including 28 years in Customer Service Delivery, Quality & Enterprise CRM implementation in leading organizations like Xerox, Escotel, Bharti Airtel and now Aircel. In an email interview with Voice&Data, Kumar elaborates about the company’s achievements and plans. Some excerpts:
Voice&Data: How are customer services playing a role in enhancing customer experience and preventing subscriber churn in the competitive telecom landscape?
Alok Kumar: Customer Service is broadening its role and enlarging its play within the organization to cater more efficiently to its customers. It has evolved from being a reactive contributor in terms of efficiently handling customer issues, requests & queries, to a more proactive role and is now leading Customer Experience enhancement for strengthening its brand proposition.
This is being done through a series of initiatives/programs/management practices:
‘Customer listening’ programs that involve inter functional leadership teams in constantly engaging with different segments of consumers to understand changing expectations, delivery gaps & opportunities for differentiation.
Using big data analytics on customer data during usage, interaction history, etc., which leads to identifying specific customer requirements and addressing any underlying concerns they are facing in a proactive manner.
Keeping a regular pulse on existing customers to assess their brand experience and all customer impacting processes as well measuring impact of brand positioning from customers perspective vis-a-vis competition.
Benchmarking & imbibing best practices in Customer Experience methods & techniques from across industry segments.
Denne historien er fra September 2016-utgaven av Voice and Data.
Start din 7-dagers gratis prøveperiode på Magzter GOLD for å få tilgang til tusenvis av utvalgte premiumhistorier og 9000+ magasiner og aviser.
Allerede abonnent ? Logg på
Denne historien er fra September 2016-utgaven av Voice and Data.
Start din 7-dagers gratis prøveperiode på Magzter GOLD for å få tilgang til tusenvis av utvalgte premiumhistorier og 9000+ magasiner og aviser.
Allerede abonnent? Logg på
Data discomfort: Why India's data connectivity speeds are falling
India is one of the world’s biggest markets for 5G Internet services, but that has come at the cost of connectivity speed—at least for now
A full-stack mission to orbit
With its all-in-one model, Dhruva Space is merging satellite design, launch, and support under one roof to streamline India's space-tech future
5G dreams: A tech revolution hits roadblocks
India's swift 5G rollout encounters hurdles as operators struggle to monetise their investment, with sluggish consumer and enterprise adoption stalling growth
Empowering India's next-gen business pathways
Cloud, data centres, and 5G form a powerful trio, shaping India’s digital future with scalable infrastructure, seamless connectivity, and rapid innovation
Interconnected technologies, unlocking enterprise growth potential
The synergy of AI, IoT, and 5G is transforming business operations, enabling smarter decision-making and paving the way for scalable, data-driven growth
Beyond the 5G horizon, a new era of user expectations
Telecom experts explore a future beyond 5G, revealing how Al, loT, and secure infrastructure will transform industries and meet rising user demands
Unfolding India’s digital journey beyond 5G
India’s telecom leaders envision a future of next-gen connectivity, aiming for a digitally inclusive landscape driven by innovation and sustainable growth
Digital infrastructure: not the Achilles' heel but the jugular
As cyber threats intensify, digital infrastructure faces rising risks, demanding vigilant, multi-layered defences to ensure resilience for the future.
BUILDING SMARTER HIGHWAYS IN TELECOM'S NEW DIGITAL FRONTIER
Autonomous networks enable telcos to streamline operations, enhance services, and reduce costs, driving efficiency in a data-driven, hyperconnected world
Pre-zero data dreams: Are AI smartphones leading the way?
Artificial Intelligence can unlock personalised insights, ushering in a new era of data-driven experiences that anticipate user needs before they are expressed.
