Dr DPS Seth member, TRAI

When we talk of ideal service providers, it should be from stakeholders’ point of view. Who are the stakeholders? On one side you have the customers and other side you have shareholder. A licensor and regulator are incidental. A customer is more often then not, is aware of the technicalities of telecom or other related IT requirements. He is a person who knows he wants as an end product and may not know fully what all he can get out of given facility. The first thing service providers should do is to guide the customers and give him variety of solution and suggest what is optimum objectively.

The next is the service should be provided in time. The service has to be good quality and has to meet QoS requirements. Whether it is voice, data or IP based we have talked about QoS. From customers’ viewpoint, the QoS would necessarily be a constantly changing item. Technology will determine different conditions and this is where the concept of services of different quality at different prices come in. The billing system and tariff structure should be simplified and effort should be made to present easy to understand bills. There are a large number of tariff packages. Do you really believe that customer has patience to go through all the packages? The most important aspect as a service provider you have analyze the customer related data. Not only the help desk has to have customer specific data, the results of the analysis carried out about customers, utilizing the data mining techniques, where you are able to predict this is the type of queries which may come from the customers and these are the likely requirements.

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