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We will improve customer experience: MTNL

MTNL is planning to outsource its customer care and marketing operations to improve customer experience. The company is also in the process of signing a roaming agreement with Tata Docomo and Aircel for this.

MTNL,GSM service provider in Delhi and Mumbai, is planning to take the outsourcing route to improve customer care and marketing.

Admitting that MTNL lacks quality customer care, Kuldeep Singh, the chief managing director of the company, said, “We are focused to improve customers’ experience with us. We are planning to create a separate arm to look after our marketing and customer care, which will in turn look towards outsourcing of these services.”

The public sector company is also in the process of finalising partners for a agreement. “We are in the process of finalising our partner, and a deal will be signed in next one month,” said Kuldeep Singh.

Although he declined to name the companies, we have learnt that Aircel and Tata Docomo are likely to be selected as they have already been favoured by MTNL in the tender process.

The deal will allow Aircel and Tata Docomo customers to enjoy roaming in Delhi, where neither of them has 3G spectrum. (In fact, Tata Docomo doesn’t even have 2G spectrum in Delhi.) The agreement will also benefit MTNL by bringing it additional revenue.

MTNL will shortly also restart the tender process to get a franchisee for its WiMax (broadband wireless access) business, Kuldeep Singh informed ‘The Mobile Indian’. The franchisee will run the WiMax business for MTNL and is likely to provide efficient services since it is to be a private organisation.

MTNL has hired global consultancy firm PricewaterhouseCoopers (PwC) for framing the expression of interest (EoI) for its WiMax franchise business.

Kuldeep Singh said, “We are working towards improving customer experience and for that there are several initiatives we are planning”.

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