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Activity:
85 views;
last activity : 09 12 2010 19:26:46 +0000
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Deteriorating telecom services
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Launch of 3G
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More competition
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Rate Plans
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Everyone knows that the Indian telecom industry is booming. It adds over six million mobile connections every month, but the quality of service provided to the subscribers decreased significantly last year, according to a survey by telecom magazine ‘Voice and Data’. Customer satisfaction levels were low mainly due to long waiting time to talk to talk to customer care executive. Therefore, the customer retention is a problem for the service providers. They should improve their entire service package to retain the customers.. |
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The best way to retain a customer is to ensure he is delighted, this happens with top notch customer service, my recent experience with AIRTEL customer service both on 121 and office was bad. Airtel now charges 30 ps. for 3 minutes on 121, and an average call center executive takes 14 mins to resolve or not resolve a simple billing query.
Small things like "listening" not "hearing" to a customer makes things simple and can help increase customer loyalty. When the market saturates there is no use inventing the wheel, you have to think about keeping the wheel turning for long run.
I believe that in this competitive and saturated telecom industry"Retaining a happy customer is more cost effective than Regaining a lost customer or winning a New customer"
Bingo....this is what missing from the indian telecom companies prospective. First thing is no quality service as per the promisse and the second thingi is no problem solving ability.
One of my friends had an experience with the telecom company when he was in UK. According to the plan he should have charged some X charges for a minute calling but he was charged more than that each time. He called a customer care executive and reported a complaint and immediately after confirming the same his account was filled with the bonus package by the company....but here in India you will not find such situations where in your complaint is also solved within time and forget about the compensation.
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Will launch of 3G pose a customer retention challenge for telecom service providers ? |
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Yes 3G technology will definitely going to effect the customer retention, due to latest entry in the technology of telecommunication introduced by 3G consist of IPTV, IMS and many more the consumer will definitely attract towards these services.If the present service provider does not provide the same.
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As there is new entry of telecom companies that are entering the market, and each new day these service providers are coming up with more VAS (value added services) regularly to keep a check on customer retention. But with so many players around, all are fighting for that customer base and are coming up with new out of the box ideas to woo the customers..So it becomes a challenge for the telecom companies to retain the customers.. |
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The number of people who buy cell phones is the largest in India / Asia. There are roughly 12 to 14 service providers. Each and everyone wants a consumer and so the best way of hitting them is to change tariff plans in the prepaid card sections. The teen consumer is the one that changes tariff plans as they change clothes. Thats the most influential TA that service providers have. Its only when you look at the matured TA that is where the service providers have been able to provide CUG services and then the senior management have made a distinction of saying Business phone and Personal phone. So the service providers are anyways making merry! |
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