GROWTH OF AIRCEL

For aircel communications customers are assets. And Aircel is always ready to provide good
services to its customers. Aircel communications owns a trained, well managed and 24 hour
customer care center. There are toll free nos for the convenience of the customers. Have
strong management information system. There are four software which are used by the
customer care department, they are as follows:
1.
2.
3.
4.

ICCM (integrated credit control management).

Clarify customer portal.
Simplify
UCM

These four software help the customer care to work efficiently.

ICCM is used for billing and problem related to the billings it contains all the
information about the customer. This software is only to get the information
about the customer, no changes can be made in the customers account using

this software.
Clarify customer portal is the most important soft ware. This soft ware is used
for changing the MDN (number) retention of old MDN to a new set, to Open
and bar the incoming out going of customers, open and bar of STD and ISD of

customers, activation of different tariff packs etc.

Simplify is a soft ware which is used for the purpose billing. This soft ware is
for only get the information about the customer, no changes can be made in

the customers account using this soft ware.

UCS again only one way information of call can be retrieve from this
software and no changes can be made in customers account.

To provide instant solutions to the complains of customers reliance Uses FTR (first time
resolution) system, in this system the customer gets the solution of his problem in just one
visit or call to customer care. For every case of complain there is a minimum timing in which
the problem get solved, at the time of entering the problem or complain of the customer the
software gives the minimum timing that timing is communicated to the customer, after that
timing the cross checking is done that whether problem is solved or not and if in case the
problem could not be solved the customer care calls the customer and communicate for
further timing from the customer for solving the problem.

INTRODUCTION
OVERVIEW OF TELECOM INDUSTRY
India is one of the fastest growing telecom markets in the world with an addition of
more than 6 million connections per month. FDI inflow in Indian Telecom sector is the
highest among all sectors. India is emerging as telecom manufacturing hub. Year 2007 was
declared as "Year of Broadband" in India.
The telecommunication industry operates in a licensed and regulated environment.
The government of India, through Department of telecommunication (DOT) and Telecom
commission, both functioning under the ministry of communication and information
technology decides on the policies that governs/regulates the sector and issues the licenses
and registration.
Indias telecom policy is guided by overall development goals and the interests of the
consumer. In order to protect and promote consumer interest and ensure fair competition, an
independent regulatory authority known as Telecom regulatory authority of India (TRAI) was
established in 1997. The sector is more liberalized then many developing markets and in most
respects, the regulatory framework has caught up with the need to manage a highly
competitive market environment. Competition has been introduced into all segments and
licenses are available to new entrants.
Tariff control have been removed or structured as ceiling tariffs in areas where there is
limited competition. There is a current initiative to simplify the charging brands for long
distance calls and to remove some of the artificial constrains in the segregation of long
distance and access licenses.

Consolidation among operators has been facilitated. TRAI has actively intervened in
many areas to ensure a level playing field between operators.
Indian Telecom sector, like any other industrial sector in the country, has gone through
many phases of growth and diversification. Starting from telegraphic and telephonic systems
in the 19th century, the field of telephonic communication has now expanded to make use of
advanced technologies like GSM, CDMA, and WLL to the great 3G Technology in mobile
phones. Day by day, both the public players and the private players are putting in their
resources and efforts to improve the telecommunication technology so as to give the
maximum to their customers.
Reforms in Indian telecommunication sector can be divided into broadly three phases.
Telecommunication Reforms in India:
First phase:
The telecommunication reforms in India started in the eighties with the mission better
communication. This is regarded as the first phase of the reformation process. Several private
manufacturers of tailor made equipments entered the market. There were private developer
for indigenous technologies and the franchisee for STD/ISD and PCO increased. The Videsh
Sanchar Nigam Limited (VSNL) and Mahanagar Telephone Nigam Limited (MTNL) were
set up under the Government of India's Department of Telecommunication.
Second Phase:
The second phase of telecommunication reforms in India came in the early nineties.
The introduction of the New Economic Policy (NEP) in the year 1991 was a landmark in the
history of telecom industry sector in India. The manufacturing of equipments pertaining to
telecom sector was decentralized and several value added services were introduced into the

market. The telecom services were divided into basic telephony, radio paging and cellular
mobile .The TRAI was established an independent regulatory body pertaining to telecom
sector. The growth of the private sector increased.
Third phase:
The third phase of the telecommunication reforms in India took place in the period of
the late nineties. The government of India introduced the New Telecom Policy 1999. The
TRAI was endowed with more power. The concept of revenue sharing was introduced to
replace the fixed license fee. The National Long Distance was introduced with free entrance.
Moreover, there was introduction of International Long Distance schemes. The Bharat
Sanchar Nigam Limited (BSNL), a corporate body of the telecom service sector was formed,
followed by the introduction of the Internet to the Indian market.

Impact of telecommunication reforms in India:

Telecommunication Reforms in India revolutionized the telecom industries
sector in India, which is an important factor for the growth of the Indian telecom sector and in
turn helped the Indian economy to perform well for the past few years. The
Telecommunication reforms in India were development and growth oriented. Technological
advancements and innovations contributed largely towards the reformation of the telecom
sector in India. The sector of telecom was a monopoly under the Central Government of
India. During the 1990s this sector faced fierce challenges due to the development in the
technological sector. The sector was privatized and with the abolition of the monopoly new
player entered the consumer market. The competition increased in the telecom sector, the

rates were slashed in order to grab the share of the market and the customers were provided
with better services.

Telecommunication Services:
Telecommunication services include Basic service, Cellular service, Internet Service
Provider (ISP) and Very Small Aperture Terminal (VSAT) services. Government of India
(GoI) plans to introduce a unified license for all telecommunication services in India, and has
already allowed full mobility to wireless in local loop (WLL) operators as a first step.
Telecom services are growing at an approximate rate of around 5 percent per year in terms of
revenue and mere 10 % in terms of subscriber base in last five years. Partly the result is due
to negative growth in NLD market (-14% Rs 51,410 million from Rs 59,880 million) and
ILD market (-13% Rs 43,460 million from Rs 50,010 million) in 2003-04. Amongst telecom
services, cellular services are the fastest growing, with CAGR of 40 percent over the past
four years. Telecommunications Regulatory Authority of India (TRAI) expects that the total
number of cellular connections would bypass the total number of fixed line connections by
late 2004 and early 2005. (As on March 2004 subscriber base of cellular operators is 33
million and basic operator is 42.84 million)
During the past three years, in terms of subscriber base telecommunications services
have been growing at a CAGR of nearly 22%, owing largely to the rapid increase in cellular
service subscribers.