1. Operators and Service Providers` Customer Service Experience A BTCL perspective

2. Customer Service Experience Customer Experience Management Customer Experience Management Ecosystem Case Study : BTCL Contact Centre 2

3. Do you have a holistic view of your customers ? Which of the following aspects do you think should be included in the “telco” definition of customer experience? Source : Blog by Erin Harrison on April 17, http://blog.tmcnet.com/next-generation-communications/2012/04/telecom-operators-need-to-improve- leadership-customer-experience-management.html,Survey results conducted by European Communications,European Communications

4. Variables to consider : QoS People Sales Management QoE Process Technology Enable efficient operations Security Network Quality Alignment to Strategy Customer Care Contact Centre Quality of Staff Order Handling and inquiry Retail Stores Social Media Management Workflow Management Loyalty Programmes Workflow Management Customer Lifecycle Management Billing Systems Quality of Products Devices supported Data Quality Business Intelligence & Analytics

5. AwarenessConsiderationPurchaseRetentionAdvocacy Stages Channels responsibility Radio TV Print Contact Centre Stores Dealers Technicians Store Dealers Email Direct Mailers Reviews Blog Promotions Social Network Newspaper reviews Marketing PR Sales Wholesale Sales Customer Care Wholesale Sales Customer Care Wholesale Technology Sales Customer Care Wholesale Technology Desired Behaviors Awareness of Unique Value Proposition See BTCL as credible provider Request engagement Request sales Make purchase Cross sell Cancel services Customer satisfaction and referrals

6. Technology Understand Organizational Strategy Engaged Employees Tools of Trade Competent & Skilled Customer Centric Supporting Customer Service Strategy Efficient Reliable Relevant Futuristic Products & Services People Processes HPC, EOS, Policy Reviews Documentation, OLA`s, Champions, re- engineering 3G/4G Roll Out, Network Optimization, Conversion to IP Network, Converged Billing System,

7. FMC Structure deployment 85 50 60 70 Sept 13 Sept 15 Time Customer Satisfaction Index (%) PeopleProcessTechnology Understand Vision Engaged Motivated Process Optimization Clear & Precise Continuous re-engineering Continuous education Higher capacity network implemented Better processing capacity PCs Contact Centre Refurbishment Staff engagement Rewards and recognition New uniform deployed Revised pay structure

8. 8 Thank You