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.
This story is from the September 2016 edition of Voice and Data.
Start your 7-day Magzter GOLD free trial to access thousands of curated premium stories, and 8,500+ magazines and newspapers.
Already a subscriber ? Sign In
This story is from the September 2016 edition of Voice and Data.
Start your 7-day Magzter GOLD free trial to access thousands of curated premium stories, and 8,500+ magazines and newspapers.
Already a subscriber? Sign In
Do dark patterns signal tougher days ahead for mobile commerce?
The government's decision to target deceptive practices like false discounts may trigger a massive change in India's e-commerce industry smartphone-driven
A Rs 45,000-crore survival act
With a plan to raise substantial funds, Vodafone-Idea aims to revitalise its struggling telecom business and compete in the 5G era. Will it work?
The importance of integrating AI with existing business functions and tools
Arun 'Rak' Ramchandran, President & Global Head - Consulting & GenAl Practice, Hi-Tech & Professional Services, Hexaware, talks about their GenAl solutions, LLMs, data, cloud, privacy, and sustainability.
The rise of first-generation vernacular AI
Despite hurdles in data management and funding, the rise of vernacular AI in India promises to revolutionise business communication and responsiveness
Revolutionising telecom services
Privatisation of geospatial data, imaging, and connectivity is enabling the telecom industry to rationalise various expenses and achieve more optimised outcomes
Sideloading: A 'hole' new mobile security debate
As the world waits for Apple stance on Sideloading, it is a good time to unpack doubts, trends, and possibilities around it
"Ciena is widely known for advancements in optical technology"
As the Vice President and Sales Leader for India, Amit Malik is responsible for driving Ciena's sales strategy in India, a key growth market for the company.
"Data centre is the new Gold Souk for India"
We engage in product development and design for OEMs in the telecom domain, covering core networks, Open RAN, and telecom infrastructure.
"QDA solutions adhere to prevailing telecom regulations"
The National Disaster Response Force, NDRF has successfully utilised Hughes QDA during earthquake relief operations in India, Nepal, and Turkey.
Can Truecaller weather India's CNAP plan?
With 70% of its business coming from India, the Swedish caller ID services company faces uncertainty as the country moves ahead with Calling Name Presentation