End-to-end
communications and contact centre solutions provider Tata Telecom is all set
to ramp up its customer support activities. The company has set up its own customer
care centre in Gurgaon with an investment of over Rs 3 crore as part of its
customer responsiveness initiative. Initially providing 12-hour support, the
centre will eventually be scaled up for 24x7 support in the next quarter. It
will cater to all the 1,500 direct-support customers of Tata Telecom in the
country.
According to Sunil Gambhir, COO, Tata Telecom, the centre
has been set up with a two-pronged strategy to not only provide customer support
but also enable customers to experience the working of solutions in real-time.
In the next six months, Tata Telecom plans to scale up its customer contact
centre into a centralised query desk for the company. This will involve expanding
it as the single point-of-contact for the company on issues like product knowledge
and shipment queries.
While the pilot started in October last year, direct-support
customers went live in January, 2004. The centre, which houses a combination
of agents and engineers supports remote diagnostics and has technology tools
for troubleshooting.
End-to-end
communications and contact centre solutions provider Tata Telecom is all set
to ramp up its customer support activities. The company has set up its own customer
care centre in Gurgaon with an investment of over Rs 3 crore as part of its
customer responsiveness initiative. Initially providing 12-hour support, the
centre will eventually be scaled up for 24x7 support in the next quarter. It
will cater to all the 1,500 direct-support customers of Tata Telecom in the
country. 