Description
1.1. Background of the study. 10
1.3. Report with the Complications: 11
1.5. Range and Limitations. 13
2.1 Literary works assessment 16
2.1.1 Evolution of Telecommunications in India. 16
2.1.2 Customer Service being a advantage that is competitive. 16
2.1.3 Technological Breakthroughs & Customer Objectives. 16
2.1.4 Problems of Customer Support in Telecom.. 16
2.1.5 Consumer Maintenance through Solution Quality. 17
2.1.6 Assortment associated with Indian Industry. 17
2.1.7 Future of Customer Care in Telecommunications. 17
2.2. Progression of Customer Service during the Telecom markets. 18
2.3. Crucial goals in telecommunications customer support within the last several years. 20
2.4. Theoretical Structure of Customer Care and Pleasure. 22
2.5. Empirical researches on customer care for the Telecom Sector 24
2.6. Surfacing Fashions and Issues. 26
3.2. Trial Option and Dimensions. 32
3.2.1 Standards for Test Option. 32
3.2.2 Sample Proportions Perseverance. 32
3.3.1. Questionnaires (Quantitative Process) 34
3.3.2. Interviews (Qualitative Approach) 34
3.3.3. Focus Groups (Qualitative Means) 35
3.3.5. Information Recording and Management 35
3.4. Information Comparison and Presentation Techniques. 36
3.4.1. Decimal Data Research. 36
3.4.2. Qualitative Data Evaluation. 36
3.5. Validity and Reliability for the research. 37
3.5.3. Steps to Enhance Validity and Reliability. 37
4.1. Background and progression regarding the Telecom market 40
4.2. Big Professionals from inside the Telecommunications Markets. 41
4.3. Regulatory Environment and Its Impact on Customer Support 43
4.4. Technology and Infrastructure Development 44
DATA PRESENTATION AND ANALYSIS. 46
5.1. Demographics of Respondents. 47
5.2. Customer support Experiences and Perceptions. 51
5.3. Styles in Customer Complaints and Resolutions. 53
5.4. Results of Digital Stations on Customer Care. 56
5.5. Relative Comparison of Solution across Telecom Organizations. 58
6.1. Case Study 1: Transformative Customer Support Initiatives. 62
6.2. Case Study 2: Crisis Control and Customer Maintenance. 64
6.3. Example 3: Utilizing Technology for Enhanced Customer Enjoy. 66
7.1. Big Findings on the Learn. 70
7.2. Evaluation utilizing the Books Review.. 71
7.3. Implications for Telecom Industry Stakeholders. 72
RECOMMENDATIONS AND CONCLUSION.. 74
8.1. Strategies to improve Support Service when you look at the Telecom field. 75
8.2. Expecting Future Problems. 76
LIST OF TABLE
Table 1 Gender Distribution of Respondents. 47
Table 2 Age Group Distribution. 48
Table 3 Monthly Income (in INR) 49
Table 4 Type of Telecom Service Used. 50
Table 5 Overall Satisfaction with Customer Service. 51
Table 6 Reasons for Dissatisfaction with Customer Service. 52
Table 7 Influence of Customer Service on Brand Loyalty. 52
Table 8 Annual Customer Complaints Received by Major Telecom Operators (in thousands) 54
Table 9 Annual Resolution Rates by Major Telecom Operators (in %) 55
Table 10 Percentage of Customers Using Digital Channels for Service Requests. 56
Table 11 Customer Satisfaction Rate by Channel 57
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