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BSNL sets the trend with Customer Care portal
Posted Date: 10 Jul 2008 Resource Type: News/Announcements Category: General
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Posted By: banwarilal Member Level: Gold
Rating:  Points: 2
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BSNL sets the trend with Customer Care portal
In keeping with its commitment to deliver prompt, efficient and quality services to its customers, Bharat Sanchar Nigam Limited (BSNL), the largest telecom service provider in the country, has launched an innovative online facility called 'Customer Care'.
Inaugurating the Customer Care portal for AP Circle in Hyderabad on the occasion of the World Telecom Day on May 17, 2007, Chief General Manager AP Telecom Circle, Mr S Ramalingam said that BSNL customers can make use of the online facility to subscribe to various services being offered by the corporation, from any place in the world. The Customer Care portal is aimed at eliminating the need for the customers to visit BSNL office for subscribing to its services. It is aimed at bringing about greater transparency and efficiency in the services rendered by BSNL.
Mr Ramalingam said that May 17 marks the World Telecommunication and Information Society Day, which is observed throughout the world. On this occasion, the International Telecommunications Union (ITU) has declared the theme for this year's observance as 'connecting the young', the CGM said.
Explaining the features of the Customer Care portal, CGM, IT Circle, Mr K Ramchand informed the gathering that the online facility is being offered in Rajasthan, Kerala and Andhra Pradesh Circles at present and this would be extended to other Circles shortly.
The Customer Care portal has an extremely user-friendly interface. Basically, the portal activities are of two types. The first pertains to the handling of new requests from the users. The other activity is related to the handling of the requests already made by the users.
Mr. Ramchand elaborated the procedure for the registration of new users and the manner in which a user can access services on the Customer Care portal. He also explained how users can register complaints online.
Complaints also can be registered online through this portal. The Customer Care portal, which forms a common platform for service delivery, enables the corporation to make optimal usage of the resources. It will also bring about a higher level of efficiency among the officials. A nodal officer appointed for each SSA/District will be responsible for updating the status of the requests in his SSA, Mr Ramchand said.
The CGM, AP Telecom Circle, also spoke about the various plans that the corporation has lined up for the current year. Under rural connectivity drive, the corporation has plans to set up 700 cell sites (towers) for providing cellular connectivity in these areas. It also has plans to provide WLL facility in all rural areas. The AP Telecom Circle has approximately 18.4 lakh mobile connections at present and has set a target of 15 lakh connections this year.
Apart from drawing up plans to increase the exchange capacity, BSNL has also taken measures to replace old systems with new technology in Hyderabad, Guntur, Vijayawada, Visakhapatnam, Warangal, Chittoor and Tirupati. Steps are also being taken to provide all BSNL products and services through retail outlets, Direct Selling Agents (DSAs) and franchisee operators. These products are also expected to be sold through post-offices. On triple-play services, Mr Ramalingam said that the equipment for this is currently under validation and testing, which is likely to be completed in the next three or four months. Digital Satellite Phones would be made available in rural areas. The current fault rate is three faults per 100 phones per month and the corporation is taking steps to bring it down to nil, he said.
Unlimited free call schemes extended
Mr Ramalingam also announced the extension of the unlimited call schemes to the entire Circle. The three unlimited free call schemes are Plan 399, Plan 599 and Plan 899. He said these schemes had been introduced in Hyderabad, Vijayawada and Visakhapatnam where they have become extremely popular. On the occasion of the World Telecom Day, these schemes are being extended to the entire AP Telecom Circle, he said. The schemes will be available to all landline/WLL customers in the Circle.
Earlier, GM (Marketing), Mr K.K. Thakur, welcomed the gathering. GM (NC), Mr. A.P. Rao, proposed a vote of thanks.
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