3G services pioneer RCOM corners 16% market share
With a subscriber base of 140 million and a 16% market share, Reliance Communications (RCOM) is the second-largest telecom service provider in the country. It provides both GSM- and CDMA-based mobile telecom services.india Updated: Jul 21, 2011 21:26 IST
With a subscriber base of 140 million and a 16% market share, Reliance Communications (RCOM) is the second-largest telecom service provider in the country. It provides both GSM- and CDMA-based mobile telecom services.
On the CDMA platform, it offers broadband services in more than 500 cities. This service will soon be made available in 400 more cities.
It has about 10 call centers, all outsourced to its partners. However, there are two dedicated call centres for its premium customers.
“We are the only telecom service provider to have our own dedicated customer care centre. This is the reason we are able to provide better services to our premium customers,” said Anurag Parashar, president, corporate and wireless customer service, RCOM.
One of the important measures of the quality of service is the number of calls a call centre receives every month. In general, across industry this figure varies between 0.3 and 1.0 calls per customer per month. “We are towards the lower end of this band,” said Parashar.
The company also owns 1,200 stores. There are many customers who do not like to call the call centre. They prefer walking to the Reliance store and file a complaint. These stores are spread over 400 cities.
All the stores are connected to a common server and the customer can see the status of his or her report from anywhere in the country. For example, if there is a billing complaint from a Varanasi customer and it is to be resolved in Mumbai, the customer can see the status of the complaint wherever he or she may be.
RCOM was the first operator to launch 3G services in India. It launched services in Chandigarh last year, in a record time of 100 days of receiving 3G spectrum.
To date, RCOM has rolled out 3G services in all circles where it won 3G spectrum, covering more than 330 towns. The company is targeting a national footprint of Reliance 3G services through associations with like-minded operators.