AirTel Case Study

Call Center Services, Call Center Outsourcing, Answering Services, BPO Outsourcing and Customer Relationship Management (CRM)

Call Center Services, BPO Outsourcing, CRM, Call Center Outsourcing, Answering Services, Customer Relationship Management

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Bharti
‘India’s Largest Telecom Conglomerate’ – Our Partner Since 1998

Introduction

AirTel is the telecom brand for post paid and prepaid cellular business of Bharti- the biggest Indian private integrated telecom conglomerate with a footprint in 15 Indian states, covering all four Indian metropolitan cities. Bharti has a database of around 4.5 million customers.

Bharti produces a range of telecom services which include cellular, basic, internet and national long distance. Bharti also manufactures and exports phone terminals and cordless phones. Apart from being the largest Indian telephone manufacturer, it is also India’s first telecom company to export its product to USA

Bharti's Requirement

- A reliable partner for running AirTel’s customer care centers in tune with Bharti’s mission of satisfying AirTel customer needs, through a ‘cost effective, innovative, error free 24X7 service’, deploying state of the art technical solution.

Our Solution

IVG deploys its integrated CRM Software Solution – CareVision, to provide the client with one view of the customers across multiple sales channels and relationship points. IVG has Remote and real-time connectivity to customers Oracle Database running CareVision.IVG is managing multiple campaigns for AirTel for over half a million of its customers in India.

IVG's 24x7 Services include:

Inbound Calling Services
»	Answering customers’ queries, complaints and requests (pre & post paid)
»	Providing backend information online to dealers, retailers & franchises.
»	Offering retention schemes and handling inbound retention help line
»	Providing Pre paid card activation information to Delhi’s dealers, retailers & franchises.

Outbound Calling Services
»	Welcome Call; Payment Confirmation; Address Verification; Roaming Activation / Deactivation; Pre Barring Calls; etc.
»	Retentions – Outbound calls to retain Customers with AirTel.
»	Competition Calling on competition customers to bring them into AirTel N/W
Received the "Best CRM Partner Award" for past 3 year's performance for AirTel Project

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