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REPORT ON TATA TELESERVICES

LTD.
LAST 30 DAYS COMPLAINTS
DATE: February 22, 2011

Report Executed By:


Neethu, Priya, Arathi,
Shambhavi
1
CONTENTS
Executive summary 3
Original data given by TTSL 4
Churn customers 5
Customer complain process 6
flow
Types of complaints 7
Customer feedback 8
Effectiveness and efficiency of 25
TTSL
Most-often quoted of unsatisfied 27
customers
Cluster customer care 27
Conclusion 28

EXECUTIVE SUMMARY

2
The project focuses :
To understand and analyze the ‘Last 30 Days complaints’ for Tata
Tele Services Ltd., Coimbatore. This report also gives the
customer feedback and service experience with TTSL’ s call
centers and also maps their effectiveness and efficiency of
resolving complaints.

Sample Size: 79

Methodology: Tele calling

Days Covered:
 February 22, 2011( 73 customers)
 February 23, 2011(6 customers)

S w itc h e d o ff(1 3 ), 1 6 % S w itc h e d o ff(1 3 )

W ro n g d a ta (2 5 )
R e s p o n d e n ts (3 9 ),
49% C u s to m e rs w h o a re n o t
W ro n g d a ta (2 5 ), 3 2 % in te re s te d (2 )
R e s p o n d e n ts (3 9 )
C u s to m e rs w h o a re
n o t in te re s te d (2 ), 3 %

3
ORIGINAL DATA GIVEN BY TTSL

Data Base Received No of Customers

Data Card 46

Walky 24

Mobile 9

Grand Total 79

4
Churn Customers

Name of customer Phone number Remarks

“Be genuine to customers ,if


Mr. .Boo Bala Krishnan 9894956943 they are genuine I would not
have shifted to Airtel”

“They were charged a bill of


Mr.Varkey Rs 9000 and they are sure
9487734157 that they hardly made any
calls from that Tata handset.
So they moved out of the
network.”

“Receives unwanted
Ms. Priya Ramchandran messages regularly from
9443742368 TTSL , that irritates .”
Getting calls even after
leaving the Network.(Shifted
to BSNL)

TTSL outsources the job.


Mr.Hari 9894591317 Suitable Schemes needed.
No customer Focus.

5
CUSTOMER COMPLAINT PROCESS FLOW:

6
TYPES OF COMPLAINTS:

7
CUSTOMER’S FEEDBACK:

1) Name: Mr. Ganeshan.B


Mobile no: 9244566576

Complaint:
 Add on scheme was added without prior
intimation.
 Monthly rental was added on to the bill thus
resulting in complaint in bill too.
 Called customer care 10 times to register this
complain but in vain.
 Complaint given was not understood properly by
the executive.

Complaint resolved after 1 month, when the customer


threatened that he will walk out of TTSL.

Suggestion: Prior intimation needs to be given before activation of


any VAS.

2) Name: M/s Akash Homes/ Devaraj. N (will come after 3 days)


Mobile no: 6450507 /9842226911

Complaint:
 Not aware of any such complaint.

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3) Name: Ms JM coats. Mathiyalagan.R
Mobile no: 6453240

Complaint:
 Problem of battery in the walky.
 Frequently calls customer care incase of any
problem.

Complaint resolved within a day

4) Name: Ganesh.S( Interacted to Mrs.Ganesh)


Phone no: 6453597

Complaint:
 Frustrated customer
 Problem in network (Not able to make calls)
 Instrument error
 Complained in the office

Complaint not resolved till date.

5)Name: Mr.Varkey (Interacted to Mrs.Varkey)


Phone no: 9487734157

Complaint:
He is a churn customer
 Shifted from the network of Tata Indicom for being
unduly charged.
 In a month, their bill was over charged up to Rs.9000
even when the calls weren’t made.
 They directly go to the main office to register the
complaints.
Complaint not yet resolved till date.

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6) Name : Metro furniture mart (Talked to wife)
Phone no : 6525291

Complaint:
 Problem on payment posting
 Not aware of the problem registered.

6) Name: Suresh Mangal das


Phone no: 9244398243

Complaint:
 The problem was registered with the customer
care centre.
 Not convincingly satisfied
 Uses Tata photon
 No suggestions
Complaint was resolved.

7) Name: Thiyagasundaram.V (Son)


Phone no: 9894052760

Complaint:
 Problem on network.
 Complaint was registered at local office a month
back.
Complaint not yet solved.

Suggestions:
 The customer care employees and the sales
assistance needs to be more customer-centric.

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8) Name: Sarvanan L
Phone no: 9894952128

Complaint:
 Migration problem
 The problem was solved in a period of 3 months.
 Called to customer care and registered the
complaint.
 Moderately satisfied customer.
Complaint solved.

Suggestion:
 No updating in the customer database by the
customer care executive
 Need to reflect on the complaints
 Time taken to solve the issues should be reduced.
 Need to adhere to right complaints by the
customers and need to act according to that.

9) Name: Uniq fab private ltd (Padmaraj p)


Phone no: 9244412486

Compliant:
 Pays the bill regularly through cheque on time.
 The executives make unnecessary calls and irritate
him saying “you have not paid the bill on time”.
 Complaint on billing.
275 Bill went up to 375 and he was asked to pay 50
Rs. Extra for the late payment.

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Complaint not yet resolved.

Suggestions:

 Drop box should be available at every outlet of


Tata indicom
 Needs an evidence of the cheque deposited
 When he calls Toll free number 121, always
engaged which creates irritation to the customer
needs to be looked upon.
 To check database before calling any customer
 Was a loyal customer but because of this issue, he
is really upset.

10)Name: Mr.Kannan
Phone no: 6459613

Complaint:
Bills not received for past 3 months.

 Complaint registered before 4 months before.
 Had to pay extra Rs 50 penalty for late payment
of bill as the reason was bill came late.
Complaint not yet resolved.
11) Name: Mahesh Kumar
Phone no: 9244397664

Complaint:
 Disconnection of service without prior notice.
 Bill payment issue
 Registered the complaint a month back
 The customer directly registered the complaint
at the Tata outlet.

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 The customer is very happy with the sales
assistance in the outlet.
Complaint not yet resolved.

12) Name: Myilswamy


Phone no: 924433924

Complaint:
 The customer purchased mobile from Nanjappa
road.
 Assured 50% discount on bill was promised
 Till date 3 complaints were made to customer
care centre.
 Very dissatisfied customer, cause promise was
not kept.
Complaint not yet resolved.

13) Name : Mrs.Vijaylakshmi


Phone no: 6553983

Complaint:
 Not received the bill for past 2 months
 The complaint was registered by the customer
in the Tata outlet.

Complaint not yet resolved.

14) Name: Jeya Shankar


Phone no: 9944038500

Complaint:

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 Not received the bill for past 2 months
 Conversion of postpaid to prepaid
 The complaint was directly registered to the
Tataindicom hub, Sai Baba colony
Complaint not yet resolved.

Suggestion:
 False communication due to lack in updation
should be looked upon by the responsible
authority.

15) Name: Mr. Rajapandiyan


Ph no: 9894498560
Customer executive: Mangesh

Complaint:
 Battery problem
 Antenna problem

Suggestions:
 There schemes need to be updated properly by the
executives.

Customers speak:
 He had an old set which was having battery problem.
 The problem was registered 1 month back, still it has not
been resolved
 The executives respond fairly but the complaint given was
not looked upon till date.

Complaint solved.

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16) Name: Mr. MuthuKrishnan
Ph no: 944122717

Complaint:
 Dial tone and battery problem in the handset
 The customer registered the complaint directly with the
customer care centre.

Suggestions:

 Call Center people should be more customer oriented

Customers speak:

 The customer needs to call the customer care centre at least


for 4 to 5 times to give re-intimation of the problem which
has been registered.
 “If this is the situation I will handover the phone “
 Executives should be more effective and acknowledge the
complaints properly.
Complaint solved.

17) Name: Mr Prabhushankar.J


Ph no: 9940868567

Complaint:
 Desired speed of Tata photon is not receivable by
the customer.
 The customer registered his complaint directly at
R.S.Puram outlet.

Suggestions:
 Show room executives should respond properly to
the customer complaints.

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Customers speak:

 They said that they will give the laptop bag free
for the Tata photon but he did not get the bag.
 He is not satisfied with the services

Complaint is not yet resolved.

18) Name: Mahalakshmi Packaging


Ph no: 9244511883

Complaint:
 Billing Problem
 The complaint was registered by the customer through
customer care centre.

Customers speak:
 He changed the office address but the bill is still sent to old
address.

Complaint not yet resolved for the past 5 months.

19) Name: Asokan R


Ph no: 9843395599

Complaint:

 Network and tower problem.


 The complaint was registered by the customer directly at the
outlet of Tata at Ganapathy road.

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Customers speak:

 “During the problem the person came from the showroom to


collect the bill, and then the customer said he will not pay the
bill until his problem is resolved.”

Complaint is solved.

20)Name: Chandrashekhar
Ph no: 9940807967

Complaint:
 Billing problem
 The complaint was registered by the customer at Saibaba colony
showroom.

Suggestions:
 The customer is convincingly satisfied.

Customers speak:
Complained in December, they rectified in January it took 1 month
time to resolve the issue.

Complaint is solved.

21)Name: sundaraj
Ph no: 6450960

Complaint:
 Charger problem (constantly kept battery on charge to make
it work).
 The problem was registered 2 months back.

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 The issue was solved after a month.

Suggestions:
The customer is convincingly satisfied.

Complaint is solved.

22) Name: KMS Body builders


Ph no: 6453589

Complaint:
 Problem on recharging.
 After registering the complaint, they came next day and
rectified.

Suggestions:
o The customer is satisfied.

Complaint solved quickly.

23) Name: Priya ramchandran


Ph no: 9443742368

Complaint:
 Receiving bills even after leaving the network ( 4 months
back)
 Had registered the complaint but till date action was not
taken.
 Receiving messages and calls from TTSL which irritates the
customer.

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 Changed to BSNL because she thinks its cheaper, faster and
better.

Complaint not solved plus a churn customer.

24) Name: devanesan


Ph no: 9843969212

Complaint:
 Not receiving the bills regularly.

Suggestions:
 Make the services proper

Complaint not yet resolved.


25)Name: Kailasam
Ph no: 9791034889

Complaint:
 Availed 15% discount offer on bill , but TTSL dint give it for
January month.
 For past 13 months he got the discount, which has been
discontinued now.
 Complained to a nodal officer via mail.
 Wants the reply through mail.

Suggestions:
 Make the service delivery fast.

Complaint not yet resolved.

26) Name: Soundrajan


Ph no: 9790699911

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Complain:
 The customer changed his scheme, but not receiving the bill
accordingly.
 The customer did not get his credit back.

Suggestions:
 The executives should be informed about the schemes via
mail or call

Complaint not yet resolved.


27) Name: Shakuntala
Ph no: 6545187

Complaint:
 The problem was on error in bill.
 The problem has been rectified.

Complaint was solved.

28)Name: Sudarshan kashyap


Ph no: 8098733708

Complaint:
 Billing problem
 The customer registered the complaint through the customer
care centre.

Customers speak:
 The customer is convincingly satisfied with Tata teleservices.

Complaint was solved.

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29) Name: Altaf hussain
Ph no: 9443882828

Complaint:
 The complaint was registered at the Tata outlet directly.

The complaint is not yet resolved.

31)Name: Manmohan
Ph no: 9500451681

Complaint:
 The bill was sent to a wrong address.
 The customer has not received the bill from the time he has
taken the connection.
 The customer wants the address to be corrected in the
database.

The complaint has not yet been resolved till date.

32) Name: Hari


Ph no: 9894591317

Complaint:

 The customer has disconnected the connection of Tata


teleservices.

Customers speak:
 TTSL has outsourced the job, just for the heck of doing they
do something.

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 They should provide suitable schemes to necessary
customers.
 No customer focus

Churn Customer.

33) Name: Mr.Vijayaraghavan.S


Ph.No:6464844

Complaint:
 The complaint was on network and payment posting.
 The customer directly registered his complaint at the Tata
outlet.

Complaint was resolved.

34) Name:Mr.Boo Balakrishnan.D


Ph. No: 9894956943

Complaint:
A churn customer.

Customer speaks:
 Customer disconnected the Tata telesevices.
 Currently the customer is using the Airtel connection.
 The customer is not satisfied with the services of Tata tele-
services.

Suggestions:
“Be genuine to the customers.”
If they are genuine I would not have shifted to Airtel.

35)Name:Dhamodharan.S

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Ph.No:9894622859

Complaint:

 The Tata photon connection is disconnected because of lack


of address proof.
 The customer registered his complaint through customer care
centre.

Suggestion:
The customer is convincingly satisfied.

Complaint solved.

36)Name:Venkatesan
Ph.No:2549267

Complaint:
 On payment posting.

Customer speaks:
The customer disconnected the call due to the busy schedule.

Complaint solved within 3 days.

37)Name:MohananRam
Ph.No:9894524757

Complaint:
 Add on service was activated without prior
notification.
 A problem in network.
 Battery Problem.(No retaining Capacity)

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A churn customer.

38)Name:Binil Raj
Ph.No:9244608223

Complaint:
 Network problem.
 The rate of speed connectivity is less.
 The customer registered his complaint through the customer
centre.
Suggestions:
Needs good connectivity throughout Tamil Nadu.
Complaint not yet resolved.
39)Name: V.J.Packs
Ph.No:6454044

Complaint:
 Battery problem
Customer Speaks:
 As it’s a company, there is a lot of delay in solving the issue.
 The customer threatened to shift to another connection if the
problem is not solved.
 Complaint not yet resolved.

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Effectiveness and Efficiency of TTSL (On the scale of 10)
Efficiency:
Efficiency is a measurable concept and describes the extent to which time is
used for the purpose of resolving a complaint for the customers of TTSL.

Effectiveness:
Effectiveness is the degree to which the complaints has been tried to be
solved and the extent to which the customer’s complaint was resolved
without the reoccurrence of the same problem within the stipulated time.

In the following graphs we assumed that the greater the number on the scale
of 10, greater the efficiency and effectiveness.

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Peelamedu Area Effectiveness and Efficiency

3.4
Efficiency

4.4
Effectiveness

0 1 2 3 4 5 6 7 8 9 10

R.S. Puram Area Effectiveness and Efficiency

3
Efficiency

4
Effectiveness

0 1 2 3 4 5 6 7 8 9 10

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Total Effectiveness and Efficiency of TTSL

3.2
Efficiency

4.2
Effectiveness

0 1 2 3 4 5 6 7 8 9 10

Most-often quoted of unsatisfied customer:

Complaint resolved after 1 month, when threatened to walk out


of the network.(Casual attitude?)

Need to
Understand the customer complaints properly and address them
properly.(Listening Skill + Comprehension Skill)

Bills not received from TTSL, Still Rs.50 Charged as late Bill
penalty.(Billing Cycle + Bill Delivery)

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TTSL has outsourced the job, which creates a gap in delivery and
expectations.
“The time taken to resolve problems are the root of people
moving out of the network”

Cluster Customer Care

Customer care is a crucial element of business success.

CCC is a solution which we came up with after our analysis of the


customer complaints.

Every area in Coimbatore could be clustered into small areas where


every activity will be headed by a customer. The activities mainly
includes looking after the various complaints of the nearby
customers in the locality area regarding the instrument error,
billing problem etc.One customer would be selected as the head
customer representative for the area where in he/she would be
given special training by TTSL on how to solve the minor issues
quickly and efficiently. This approach could be adopted by TTSL
where it helps them to solve their issues with the customers quickly
as well as maintain their brand name leading to a customer centric
organisation.

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TTSL

CONCLUSION:

 Call centers should have the effectiveness in handling the


complaint calls.
 Most of the customers of Tata Photon are facing the problems in
services part, which should be look after.
 The updating of the customer data base in computers need to be
done on time so that problems like address misplaced can be
tackled.
 The complaints registered by the customers needs to be recorded
correctly in order to be more customers centric.

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 If the service problems are resolved within two days, the
customers will be delighted.

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