Service

Operations in
Telecom Sector
Group 7
Abhay (PGP36251) Panini (PGP36065)
Prakash (PGP36460) Saurabh (PGP36387)
Telecom Sector
Introduction
Telecom Sector

The Telecom sector consists of companies

Telephone Operators (both wired and wireless)

Satellite Companies
Cable Companies
Internet Service Providers

Major Segments within Telecom Sector

Domestic Telecom services
Foreign Telecom services
Diversified communication services
Communications equipment
Processing systems and products
Wireless communication
Indian Telecom Industry
The Indian mobile economy is growing rapidly and will contribute substantially to India’s GDP
The liberal and reformist policies of the GOI have been instrumental along with strong consumer demand in the rapid growth
of telecom sector

Achievements and Road Ahead

Over past four years, 75% increase in internet coverage from 251 million users to 446 million
Payments on UPI hit an all-time high of 2.30 billion (by volume), with transactions worth Rs. 4.31 lakh crore in January 2021
India is expected to become the fastest-growing telecom advertisement market, with an annual growth rate of 11% between
2020 and 2023
Overall IP traffic is expected to grow four-fold at a CAGR of 30% by 2021
The number of internet subscribers in the country is expected to double by 2021 to 829 million
App downloads in India is expected to increase to 18.11 billion in 2018 and 37.21 billion in 2022
Potential of Telecom Industry
Robust Attractive
Demand Opportunities
Substantial growth India's 5G subscriptions to
have 350 million by 2026.
potential in demand
accounting for 27% of all
from the rural sector mobile subscriptions
The PLI scheme has also
India is one of the triggered entry of several
biggest consumer global players
manufacturing mobile
of data worldwide
devices and components
Policy
Support
The Government has been
proactive in its efforts to
transform India into a
global telecommunication
hub
The Union Cabinet approved
Rs. 12,195 crore (USS 1.65
billion) production-linked
incentive (PLI) scheme
Increasing
Investments
FDI inflows in the
telecom sector stood at
USS 37.66 billion from
April 2000 to March 2021
In 2021-22 DoT has
been allocated
58,737 crore.
Major Problems in
Service
Operations of
Telecom Industry
 Telecom Service Providers receives millions of customer requests everday
which makes it difficult for employees to deliver quick and empathetic
assistance

Immediacy, personalization and omnichannel communication are more

important than ever. Ignoring these leads to long waiting times, annoying to
and fro conversations and unsatisfactory automated responses

These challenges lead to agitated customers and it ruins a customer's

relationship with the telecom companies.

Being empathetic and providing instant solutions is essential to maintain

long-term relationship with the customers

1. The need for quick and personalized Customer

Service
 Millions of subscribers and a variety of products and customized solutions,
operational tasks have become increasingly complex, since face-to-face
assistance is not an option.

Even simple tasks such as service configurations, invoicing, order fulfillment

and payments are now challenging.

Handling complex operations requires more resources and tools, which also
increases the financial overhead of telecom companies

Customers aren't ready to tolerate any delays in the operational processes,

especially not while facing a pandemic and global quarantine.

2. Complex Operational Processes

 This is one of the biggest problem telecom companies are facing in the
Covid-19 era. Keeping hundreds of employees in the contact center is a
serious threat to their health.

The telecom industry heavily relies upon huge contact centers to assist their
customers. Hence, it is a huge problem to continue operations and providing
support even with agents working from home.

These contact centers have made the employees dependant on complex and
on-premise technology. Hence, it is difficult for them to switch to work from
home scenario.

The only solutions seems to be relying on cloud-based easy-to-use

technology. The companies should look forward to launch such technology
as soon as possible

3. Remote Working
 With emergence of new technologies, ensuring network security has
become another major problem for telecom operators

Teams working remotely and customers asking for assistance from home
has brought out more loopholes in network security as new technologies
bring in new threats to the security of networks and applications

Telecom companies requires a number of operational and technical

upgrades to meet customer expectations when it comes to network
security.

Companies can implement measures such as reliable and secure

authentication features to overcome this major problem.

4. Network Security
 The smartphone revolution has taken over and redefined the customer
experience in messaging, voice & video calling services.

The tremendous growth of messaging apps have led to the birth of various
over-the-top (OTT) players such as whatsapp, telegram, facebook
messenger, etc.

These OTT apps are badly hurting the call and messaging (SMS) revenue of
telecom players as customers are moving to these popular messaging apps.
The telecom companies were also forced to terminate roaming charges.

This has been a major struggle for the telecom companies and currently the
main challenge is to implement the industry's best practices as fast as
possible to continue delivering the best possible services.

5. Leverage over-the-top players

Proposed
Solutions
 Mobile customers now desire (and prefer) immediacy, interacting with
products and services wherever they are and whenever they want.

support models to customers’ mobile and digital habits so they get service
on the channels where they already spend their time. These channels
include: Community Forums, Live Chat, MyRogers app, Facebook, Messenger
and Twitter

Re-designed and develop app – that provides customers with access to

billing details, device usage, and support. provide clearer visibility into data
and account usage.

1.Migrate to digital channels

 AI-powered chatbots, IOT, avoid repetitive issues & manage time solving
more complex problem -Increase customer retention rate

Omnichannels - Dynamically guide agents to resolve complex cases with

contextual recommendations. Initiate and track improvements across the
enterprise by aligning people, processes, and data.

Automatically route work to the best agent based on criteria or an affinity

to the case (affinity requires Professional package).Improve the customer
self-service experience with conversational guidance using a chatbot.

2.Automate support system

 Software solution that can be easily used and managed from anywhere,
monitor conversations between agents and customers, and analyze metrics
to constantly improve the service.

Businesses are able to rent and pay for exactly the resources they need and
significantly reduce overhead expenses like software and hardware
updates, backup systems, data storage, and more.

Masked complexity- masked complexity offers the advantage of hiding

some operational intricacies from end users.This helps a company increase
the level of sophistication for its services and products without burdening
the customers with technical details

3.Leverage Tech from cloud

 How will the solution address the
problem?
Faster Using Cloud Redefined Leveraging
Complaint based Digital Network OTT Platforms
redressal Platforms Security
Dedicated webpage Service configurations, Bundling products (
Customers are highly OTT services, Data,
with FAQs, AI invoicing, order
consious about voice, text packs etc)
Chatbots to help fulfillment and
security breach and providing
customers payments can be made
nowadays customized plans will
Complaint ticket using digital platforms
Encryted network keep them
generation and Customers will face
solutions will gain connected to
faster solution less complexity in the
trust for telecom customers
Makes customers process
companies among This will address the
satisfied with the Leveraging remote
customers customer needs as
service and working by using
This will help telecom they will get access
encourage them to digital platforms will
companies to retain to popular OTT
stay with current reduce delays in
customers platforms along with
network provider service operations
telecom services