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Will taking written consent from customers on VAS help telcos in customer retention?

Created by : Dipti Mehta, Project Manager, IBM  | 04 28 2009 06:40:07 +0000
Industry : Telecom/ISPFunctional Area : Business Policy(Strategy & Execution)
Keywords : telecom customers telecommunication customer retention acquire vas telecoms customer service telecom customer base value added services written consent
Activity:  222 views;  last activity : 07 06 2010 20:18:09 +0000

Trai feels the system pressing a button to get a service activated is not a sound method as there may also be possibilities that a customer may not have listened to the announcements fully or did not understand the offer.

Therefore it recommended that a wriiten consent must be taken from customers for every VAS.

But will this help the telcos in retaining customers...or it will increase their work load.?

So should the telcos go for it..?

  
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Yes according to me even if it is a extended workload it will help the company. It will bridge the gap between expectation and service. It will help in customer retention as trust will be built and this will create a good reputation of the company.
By Sonal Singh, Project Manager, Nortel Networks  | 04 28 2009 10:33:28 +0000
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I don't think the written consent will help in customer retention.Such practice involves so may processes in case the agreement is breached in any aspect. What if the operator breaks the rules and that caused the customer a heavy loss? Going to consumer care and fighting for his loss is a big head-ache for the customer.In most of the cases,people don't have time for all these so think of shifting to new operator even though they fight for the loss in the back ground.Because they don't see any point in continuing the service as they are cheated now.This just increases the work load and nothing else.I think TRAI has to reconsider it's recommendation.
By Abdul Raheem.Syed, Systems Engineer, Leading CEM vendor  | 09 13 2009 17:14:02 +0000
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If the Telcos even think of going for it, It will be a great business project for them with the increasing number of subscribers for the service.

Imagine the huge number of  written comunication taking place for each value added service. Giving all the details of the offer of a value added service in the written form will definitely increase the work load to a great extent.

So I wont suggest written communication...
By Dipti Mehta, Project Manager, IBM  | 04 28 2009 06:40:07 +0000
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