Rcom presentation by manish dubey.
- 1. CUSTOMER SERVICE DEPARTMENT PRESENTED BY:- MANISH DUBEY KIMDS (2014-16)
- 2. INTRODUCTION OF RELIANCE COMMUNICATION • Reliance Communications is India's foremost and truly integrated telecommunications service provider. • The Company has a customer base of above 118 million including over 2.6 million individual overseas retail customers. • Reliance Communications owns and operates the world's largest next generation IP enabled connectivity infrastructure, comprising over 280,000 kilometers of fiber optic cable systems in India, USA, Europe, Middle East and the Asia Pacific region. • Reliance Communications corporate clientele includes over 39,000 Indian and multinational corporations including small and medium enterprises and over 290 global, regional and domestic carriers.
- 3. MISSION • To be amongst the top 3 most valued Indian companies by 2015 leading in providing Information, Communication and Entertainment services • Being the industry benchmark in Customer Experience, Employee Centricity and Innovation. VISION • To consistently achieve high growth with the highest levels of productivity. • To be a technology driven, efficient and financially sound organization. • To contribute towards community development and nation building. • To be a responsible corporate citizen nurturing human values and concern for Society, the environment and above all, the people. • To promote a work culture that fosters individual growth, team spirit and creativity to overcome challenges and attain goals. • To encourage ideas, talent and value systems.
- 4. DEPARTMENTS AT RELIANCE COMMUNICATION RCOM HUMAN RESOURSE MANAGEMENT & ADMIN. SALES , DISTRIBUTION & MARKETING NETWORK COMMERCIAL CUSTOMER SERVICE DEPARTMENT
- 5. • HUMAN REOURCE MANAGEMENT & ADMIN:- This efficient department takes care of recruitment, employee life cycle management, facility management. This department helps in employee motivation. • SALES, DISTRIBUTION & MARKETING:- This department does procurement of new customers and also responsible for spreading the brand. • NETWORK:- This department is responsible for Seamless experience of all the customers by providing proper voice and data coverage also manages all the BTS() of for the circle. • COMMERCIAL:- This department takes care of all the financial calculations and Revenue for the circle. • CUSTOMER SERVICE DEPARTMENT (CSD):-This department takes care of lifecycle management for each and every customer.
- 6. INTRODUCTION OF CSD • Customer service department (CSD) is the backbone of any organization. • CSD departments plays a critical role in understanding customer pain and work towards improvement of customer experience with the help of concerned department. • CSD department is responsible for giving customer the ease of connecting to representatives in any point of time through contact centre management. • Store management is also an important aspect of CSD team where it manages sales and service to the customers through its branded FOFO (Franchise owned Franchise Operated) outlets. • The mission of customer service department is to increase number of happy customers thus making millions of brand ambassadors for the company.
- 7. VERTICALS OF CSD CSD CESA CLCM SALES & SERVICE (RETAIL) CAPABILITY DEVELOPMENT CONTACT CENTRE
- 8. • CUSTOMER ENGAGEMENT & SERVICE ASSURANCE (CESA):- This vertical of CSD plays an important role in managing customer application forms. Faster activation is a target of this vertical to provide new customers a grand experience. This vertical manages vendor who does all the backend work, verification of each customer documentation. This vertical coordinates with TRAI for compliance. This vertical deals with customer quarry resolution management. • CUSTOMER LIFE CYCLE MANAGEMENT (CLCM):- This vertical is primarily responsible for collection from its postpaid customer base. Also as the name suggests this vertical works towards retaining each and every customer to protect revenue leakage from the organization. • SALES & SERVICE (RETAIL):- This vertical is responsible for retail store management across the geography. This team helps the organization by coordinating with several people and supporting the interested person opening FOFO model. Customers get service from the stores also resale from the stores to increase the revenue. • CAPABILITY DEVELOPMENT:- This vertical is responsible for training all the stores people as well as new joiners of the organizations. This vertical also pitches in for any kind of contact centre training requirement. The efficient group of auditors does the audit in the stores which helps in closing the gaps within the organization and the customers. • CONTACT CENTRE:- This vertical manages the first touch point of the customers that is contact centre. Managing each kind of call centre management such as inbound, outbound, TVP (tale verification process), postpaid desk management and dealer desk management. maintaining the accessibility experience of the customers, Marinating customers satisfaction levels, maintaining acceptable quality of each call are some of the target areas of this verticals. This vertical also helps in generating revenue through inbound calls.