Reliance Does Not Want Its Cust. 2 Wait Any Longer

[Ashokjp 15]

Reliance does not want its customers to wait any longer

Source: Techtree, April 23 2004

By: Jonathan, Techtree

Have you ever called the Reliance Infocomm helpline and have been put on hold for an unbearably long time before your call could be attended to?

Well, you don't have to wait any longer. Reliance Infocomm is setting up a call centre in Chennai that will cater to the growing number of customers from the southern states in India, especially to the customers from Tamil Nadu.

Reliance Infocomm already has two call centers in India, one in New Mumbai and the other one in Kolkatta. The call center in Kolkatta handles all the calls that come in from the eastern part of India and the call centre in New Mumbai still handles all the calls from the rest of India.

An Official Reliance spokesperson says, "The reason for the setup of a call center in Chennai is to decongest the number of calls coming to Mumbai so that their customers are offered better and immediate service. The setup of a call center in Chennai would also let the customer interact with a call centre agent on the other line who would know the local language and would be well versed with the local topography of the region."

According to another official source the plan was supposed to kick of by the end of May but due to unforeseen delays the plan might come into implementation only by the end of June or July.

It was also reported that Reliance Infocomm has a building ready and is in the process of acquiring it's technological resources. The new call centre might have a work force of around a thousand plus employees. And this call centre will be smaller as compared to the call centre in New Mumbai, which has a workforce of around 6 thousand employees.

"The new call centre is bound to do beneficial wonders to the customers of Reliance and is going to make them very happy, especially if the customers are from the south, but it is going to take a little time", said the spokesperson.

So, can we expect better things from Reliance in the future, or is it just a whole load of gas? It looks like this company has big plans for its customers. But is Reliance that 'reliable'? We'll just have to wait and see.

[Ashokjp 15]

"The new call centre is bound to do beneficial wonders to the customers of Reliance and is going to make them very happy, especially if the customers are from the south, but it is going to take a little time", said the spokesperson.

Just another call centre to give incorrect info!!

I dont think the customers will be happy unless they get a satisfactory

answer from the customer care for the problem for which they call up..

Atleast hope this new segment of ppl would be trained properly for this..

[Greens 21]

Thats true, in those early days.

But these ppl don't have any authority, they can simply answer your queries but cant solve any of your problems. They simply crease a case and tell you the case id. Thats it.

It seems reliance is coming with webworld express, where geographically customer is mapped to the nearest webworld express and customers are served better.

[city02 63]

http://economictimes.indiatimes.com/articleshow/804705.cms

CHENNAI: Reliance Infocomm on Thursday launched its first regional call centre in Chennai to cater to the growing demand across the four southern states. The centre, set up across 8,000 sqmt and with a capacity to seat over 1,200 customer service personnel, has come up at Padi, an industrial suburb located on the western side of the city.

The company’s first all-India call centre, set up over 25,000 sqmt and to seat 5,400 personnel, has come up at the Dhirubhai Ambani Knowledge City at Navi Mumbai. This centre was handling calls from across the country, including south India, and handled 3.5 lakh calls per day on an average.

The Chennai Centre, which will later be expanded to seat over 3,000 personnel, is equipped to handle specific needs of the southern market. The service personnel, too, have been trained to fluently speak in the local languages, besides English.

“We have begun the process of augmenting our capacity and enhancing the Disaster Recovery Program capabilities by setting up the Chennai call centre,” Mr K Chandrasekaran, President - IT Enabled Services, Reliance Infocomm said.

“We also have plans to set up additional regional call centres in the north and east India. And the call centres will work as a virtual centre from the customer’s perspective, on account of state-of-the-art technology and CRM deployed,” he added.