The Smart Techie was renamed Siliconindia India Edition starting Feb 2012 to continue the nearly two decade track record of excellence of our US edition.
April - 2011 - issue > Business
Connect India; A robust customer service platform to power the next phase of Indian telecom growth
Milind Godbole
This unprecedented growth has been with ever changing market dynamics. Consider the following key challenges in the industry:
* The next 100 million subscribers will come from tier 2/3/4 towns and rural India.
* Average Revenue Per User (ARPU) is already low, will come down further.
* The cost of servicing has to decline further too.
* Thus more pressure on the cost of service in tier 1 and 2 cities.
The conventional customer service set-up today just cannot scale up to meet the requirements as growth goes decidedly semi-rural/ rural. This is why:
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