Professional Documents
Culture Documents
Airtel
TOUCH
POINTS
OUTLE
CALL
SELF
OUTLETS:
The outlets are those where a connection is available and a customer can go and grab. The
outlets are made by the company for easy access of the connection. Suppose a customer is
facing any problem, he/she will go to the outlet first and ask what to do regarding it. They
here at this point provide service to the customers for easy access and contact the company as
and when required. The outlets work on behalf of the company and provide service to the
customers.
Through outlets a customer pays bill, recharge the number, launch complains, etc. Outlets are
first place where from the functioning of the department starts.
CALL CENTRE:
We are very much familiar with the term Call Centre. We know what it does and how it
functions. A call centre receives a call from a customer and treats the customer according to
their needs.
A customer contacts a call centre through a given helpline number by the company. The call
centre deals with the complains and also provide with information that is required to the
customer.
This is a place where they tries to solve the problem online if possible or they take the
complain from the customer and gives the customer a complain number. Now a days call
centre is available in almost all the companys. The main function of call centre is to solve the
problem of the customers and follow up.
SELF SERVICE:
This is a touch point where a customer does everything themselves. This is done with SMS
service. By following the guide one can do it. Here what happen is if a person wants to
activate a service like miss call alert, caller tune, news, etc. The customer can read the
instruction and do it by himself by sending one SMS or by dialling a specified number.
If a customer wants to check the balance amount of the number using for a pre-paid customer
or if a post-paid customer wants to know the bill amount of the number, then the customer
can by dialling the specified number provided by the service provider can check it.
The CSD department has three departments. They are shown below:
CSD
CONTACT
EXPERIEN
CE Call centre,
IVR(Interacti
ve Voice
Recorder),
Service
Recovery.
SERVICE
EXPERIENC
E Communicatio
n, Collection,
Service,
Provisioning,
Risk and
Credit.
ZONAL
OPERATIO
N
The Human Resource department in Airtel is divided into four sub-divisions. Let us see what
the entire department does and how it functions:
HUMAN
RESOUR
TALENT
ACQUISITI
ON
HUMAN
RESOURCE
LEARNING
AND
DEVELOPMEN
TALENT ACQUISITION:
1.
2.
3.
4.
5.
ORGANIZATION STRUCTURE.
MANPOWER REQUIREMENT/ PLANNING.
SOURCING.
HIRING.
INDUCTION/ORIENTATION.
ADMINISTRATIO
N/ SUPPORT
FUNCTION
This sub division of HR department looks after the Salary of the employees, compensation,
Fringe Benefits and also records all the information regarding the employees working in the
organization
ADMIN/SUPPORT FUNCTION
This looks after all kinds of support and facilities of the organization.
TRANSFER PROCEDURE:
In Bharti all employment contracts are subject to transfer as per companys requirement.
Employee can also opt for transfer /movement from one location to another due to family
reasons.
MARKETING DEPARTMENT
MARKETING
ACQUISITI
ON
VALUE
MARCOM/
ADDED
BRAND
SERVICE
TEAM
CUSTOMER
BUSINESS
LIFE CYCLE
PLANNING AND
MANAGEM
CUSTOMER
ENT
INSIGHT
BABY
CARE
HIGH
VALUE
MASS
INACTIV
ITY
ACQUISITION:
This is the department where customers when enters new into the service, this team plays a
role there. They on board the customers in the company.
ENTR
Y
EXIT
LIFE CYCLE OF A
CUSTOMER
BABY CARE:
Baby care is taken to those customers who are new for the company. And to make them
comfortable with the company this care is taken. They are provided all the information and
make the customer what all the products and schemes are available.
MASS:
Mass group is that which means there are a large number of customers. And the mass group is
the Pre Paid users. The company tries to retain the number of users. They are not so
concerned with the income from them, but concerned mostly about the huge number of
customers in the company.
HIGH VALUE:
High Value customers are the Post Paid customers. The number of Post Paid customers is
less, but the revenue generated from the Post Paid customer is high. So the company tries to
maintain the revenue earned from customer.
INACTIVITY:
This department plays a role when a customer comes out of the Cycle. They play a role of
retaining the customers by offerings other schemes and by asking the reason behind leaving
the company. And if the customer agrees with the new schemes offered by the company, they
continues with the service and if not they will leave the company.
FINANCE DEPARTMENT
VERTICALS
FINANCIAL
REPORTING
AND
COMPLIANC
BIUSINESS
PLANNING
AND
ANALYSIS
TAXATION
TAXATION:
All the tax part is looked by this vertical. They decide the amount of tax to be included. What
should be the payment of tax and how much tax is collected is looked by this vertical.
INVESTMENT:
Investments are mainly done in the setting up of network towers and underground fibre
cables. And the outside investments are done by the higher authority like the CEO of the
company.
COLLECTION OF REVENUE:
Revenues are collected from the three sources. They are:
a) MTC (Mobile Terminating Cost)
b) MOC (Mobile originating Cost)
c) Roaming revenue.
The company has to pay to the other telecom companies for using of the network. Suppose an
Airtel customer makes a call to Reliance customer, then Airtel has to pay to Reliance for
making a call to the network. Rate of payment differs from step to step. There are different
rates for making a local call, for STD call and for ISD call.
Vodafone
Directors
Human
resourc
es
Chief
Commercia
l Officer
Chief
Operating
Officer
Enterpris
e Head
HR SERVICES
Technolog
y Head
O .D South
Learning &
Developmen
t
O.D North
HR Business
Partners
O.D East
O.D West
Resourcin
g
Business Head
Extern
al
Affairs
Head
Regulato
ry Head
General
Council
Head
Vodafone Group
Plc
Jeroen Hoencamp
Michel
Combe
s
(Europe
Warren
Finegold
Andy
Halford
Matthew
Kirk
Steve
Pusey
(Strateg
y&
Business
)
(Group
Finance)
(Group
External
Affairs)
(Group
Technolog
y)
Morten
Lundal
(Group
Commercia
l)
HR Department
Rosemary
Martin
Ronald
S
(Group Legal)
(Group
HR)
Nick Read
(Asia,
Africa)
HR Head
Administrati
on
HR
Operations
Contract Labour
Management
Recruitment
Performance
Dialogue &
Rewards
Facility
Management
Learning &
Developmen
t
Functions of HR Department:
Attract bright and relevant talent
Develop continuously by providing opportunities
Excite by creating a culture that is invigorating and creatively innovating
Retain the best talent by creating an environment of trust and bonding
Recruit right resources at the right cost and time
Develop overall organization human resources capabilities through relevant
interventions
Facilitate HR and Administration process and systems so as to enhance staff
retention
Facilitate and sustain employee engagement through purposeful organization
communication process
Marketing
Retail
Sales
Data
Distributio
n
Roaming
Sales Planning
Management
Campaigni
ng
Manageme
Value
Added
Services
Post-paid
& Prepaid
Modern Trade
Management
Information
System
Zonal Manager
Project
s
Service
s
Sales
Management
Information
System
Marketing and sales is one of the most important departments in the Vodafone India.
Marketing department is that business department which focuses on the practical application
of different marketing techniques and the management of a firms marketing resources and
activities. It helps in the generation of different marketing strategies, techniques, evaluating
and executing them.
Marketing department is marketing and sales in the Karnataka circle which is further divided
in to 8 zones. The 8 Zones are Bangalore east, Bangalore west, Mysore, Hubli, Gulbarga,
Davangre, Turnkur, Mangalore.
The main responsibilities of marketing department are:
Sales &
Marketing Head
Sales Head
Distribution
Lead
Zon
Zon
Zon
Zon
Zon
Zon
Zon
Zon
Distribution Lead
Area Sales
Manager
Channel
Manager
Distribut
Merchandis
Area Sales
Manager
Area Sales
Manager
Channel
Manager
Channel
Manager
Channel
Manager
Distribut
Distribut
Retaile
Runner
Custom
Financial
Planning &
Analysis
Revenue
Assessment
Taxation
Financial
Accounting
Zonal
Accounting
Supply Chain
Management
Credit &
Collection
Technology Department
Technology Head
Transmissi
on
Informati
on
Technolog
Operations
&
Manageme
SWITCH
Project
s
Career
Business
Retention &
Relation
Quality
Assurance
Call Centre
outbound
Customer
Support Group
Service Partner
Management