A

REPORT
ON
“REASON FOR CHURNING AND CUSTOMER RETENTION
FOR
TATA INDICOM”

By
Kalpesh Prajapati
MBA-II SEM-IV
Narmada College of Management, Zadeshwar

A report submitted in partial fulfillment of the requirement

of MBA Programme of VNSGU, Surat.
ACADEMIC YEAR – 2006-07

DURATION
18th Dec 2006 to 29th Jan 2007
TATA INDICOM

1
 A
REPORT
ON

“ REASON FOR CHURNING AND CUSTOMER RETENTION”

FOR
TATA INDICOM
(A perception of people)

By
Kalpesh Prajapati
MBA-II SEM-IV

A report submitted in partial fulfillment of the requirement

of MBA Programme of VNSGU, Surat.

M/s Dhanya Joseph Mr. Naresh Asnani

[Faculty Guide] Proprietor, Vadodara Branch

[Organization Guide]

2
 Narmada Education & Scientific Research Society’s
NARMADA COLLEGE OF MANAGEMENT
(Approved by AICTE & affiliated to South Gujarat University)
ZADESHWAR, BHARUCH – 392011.
Phone : (02642) 30595, 30922 Fax : (02642) 31930
E-Mail : ncmbharuch@rediffmail.com Web : www.nestedu.org

CERTIFICATE
TO WHOMSOEVER IT MAY CONCERN

This is to certify that Mr. Kalpesh Prajapati as a part of her

curriculum has done training under our guidance from 18 th
Dec.2006 to 29th Jan.2007 on the topic of “Reason for churning
and customer Retention (TATA Indicom) ”, towards the partial
fulfillment of the requirement for the award of the degree of Master
of Business Administration in the field of Marketing of Veer
Narmad South Gujarat University, Surat is a record of the work
carried out by her under our supervision and guidance.

We are pleased to state that the project was successfully completed and
the report submitted was to our fullest satisfaction.

Thanking you,

Yours faithfully,

M/s Dhanya Joseph Brig. L.N. Joshi

(Project guide) Director, NCM
Zadeshwar

3
 DECLARATION

Here by it is declared that the work presented in this project report has
been conducted under the guidance of Mr. Naresh Asnani, proprietor of
VN Infosys a Business Associates of TATA Indicom , Baroda and M/s
Dhanya Joseph , Faculty incharge, NCM as a winter training, during the
period from December 18th 2006 to January 29th , 2007. This project work
will be utilised as a training report for the partial fulfilment of the
academics of the post graduate course, Master of Business Administration
(M.B.A.), offered by Narmada College of Management, Bharuch.

The observation, analysis and interpretation made in this study as well as

the conclusions arrived at and included in this project report are my own
findings.

The work reported in this assignment is original to the best of my

knowledge and has not been submitted in part or full for any other Degree
or Diploma in the University or Institute.

Place : Bharuch
Date
Kalpesh Prajapati

Marketing Dept.
NCM, Bharuch

4
EXECUTIVE SUMMERY

The role of Communication is ever expanding through telecom industry

and is very important to all person like businessmen to any normal
people . There are many telecom company who provide services like wire
line, wireless, mobile, and broadband connection . There is only one
BSNL who only provide Telephone communication services but after 1991
there is new company entered like TATA Tele, Reliance, Airtel, Hutch,
Idea, Orange, MTNL. However, there are wire line connection is provide
by only BSNL, Reliance and TATA Tele. Tata Teleservices operates in 20
circles i.e. Andhra Pradesh, Chennai, Gujarat, Karnataka, Delhi,
Maharashtra, Mumbai, Tamil Nadu, Orissa, Bihar, Rajasthan, Punjab,
Haryana, Himachal Pradesh, Uttar Pradesh (E), Uttar Pradesh (W),
Kerala, Kolkata, Madhya Pradesh and West Bengal. Tata Teleservices’
bouquet of telephony services includes Mobile services, Wireless Desktop
Phones, Public Booth Telephony and Wire line services. Other services
include value added services like voice portal, roaming, post-paid Internet
services, 3-way conferencing, group calling, Wi-Fi Internet, data and
calling card services and providing some instrument of company like
Kyocera,LG, Samsungs, Nokia, Motorola, BPL, etc. .

Now to avail such kind of Product’s detailed knowledge south Gujarat

university, surat arranged six week winter project in any business
organization for sharpen our skills & to bridge to gap of the theory &
practice. I completed my project at VN Infosys a Business Associates of
TATA Tele., Baroda.

This is a specialized training project report prepared at VN Infosys, which

consist of detailed analysis on the topic of “ REASON FOR CHURNING
AND CUSTOMER RETENTATION”.

5
In first part of this project I highlighted brief introduction of TATA Tele. This
include Brief introduction about the TATA Indicom. So this section include
brief history about TATA Tele.

In second part of the project, I get detailed knowledge about the different
products and services of TATA Indicom. In this section I highlight different
product like Wireline, walky,mobile(SIM card) and it net access faility. Plus
I highlight different services of the TATA Tele that is net connection
facility, SMS facility,FM Radio, Free Roaming charges up to certain
period, CUG facility ,instrument repair facility, customer care facility,
information of new scheme , billing courier services.

In last and most important part is a Research Analysis made by me On the

topic“ REASON FOR CHURNING AND CUSTOMER RETENTATION”. I
conducted survey with the help of Questionnaire and try to find out why
customer left the services of TATA Tele, And what are the main problem
they are facing at the time of using the services, how to retain customer in
telecom industry, what are the improvement require to improve the
customer satisfaction. for that I take sample of 100 customer from which
50 customer who right now using the Services and 50 customer who left to
another telecom industry.

6
 ACKNOWLEDGEMENT

IT IS very prestigious for me to undertake my summer training at VN

Infosys a Business associates of TATA Indicom..

Training holds very important position in the over all process of education
because one can fill the real word of business through training. So it is quit
evident that any person before entering real world of business has to
under go training.

I am greatly thankful to Mr. Satyen Kulabkar (REGIONAL HEAD) for

giving permission to conduct my project. I would also like top thank
Mr.Naresh Asnani (Proprietor) for guiding all the way in the project. I
would also like to say thanks Mr.Mohd Shahed Parvez for guiding me for
preparing questionnaire for my project.

And I would like to say thank to all other staff member of VN Infosys for
their support and help required during the project. Their cordial attitude
and valuable guidance has paved the way for my successful completion of
the project.

I would also like to highlight the contribution of our honorable Retd.BREG.

Mr.L.N.JOSHI.(DIRECTOR OF NCM). My project guide M/s.Dhanya
Joseph (Lecturer, NCM). And I would also like to thank other faculty
member of institute for their invaluable assistance in major part of my
project work. They had been informative, supportive and completely
devoted during the entire training period of my study.

I am also thankful to person who directly or indirectly helped me in my

project, because of their support only I had successfully completed my
project.

KALPESH PRAJAPATI.

7
 Certificate

This is to certify that Mr.Kalpesh Prajapati has successfully completed

training / Project work in our organization and has submitted report of the
same. During his/her training with us he has been place in the VN Infosys
A business Associates of TATA Indicom sayajigunj for the period from
January 3rd 2007 to 29th January 2007.

The subject of his was Reason for churning and customer retention
and the overall view of the functioning of the organization.

He has submitted a copy of his project work report to VN infosys , which

is found satisfactory. We wish him all success in his career and studies.

Project Guide Regional Head

8
 ABOUT VN INFOSYS

VN Infosys started in 2000 as a partner ship firm with 2 member team

& Distributor ship of Dishnet DSL Ltd. And from 2002 is proprietor ship
firm having a team of more than 20 with business interest in Information
Technology &Telecom Industry.

Today we have employ more than 20 number.

WE were on No.1 amongst all the Authorized Channel partner

through out in India Iqara Broad Band Internet services in Baroda from
Oct2002toFebruary 2005 & achieved ever highest target in
December2003(171 Booking) & May 2004 (185 Booking)& were No.1 in
India till we left in February 2005.

We are Authorized Business Associates of TATA Tele services Ltd,

for their wire line and wireless Telephone and mobile services we are
Authorized DSA of VSNL (TATA Broadband) for their internet services.

9
 HISTORY OF TATA INDICOM

The telecom industry and the Tata Group

The telecom services sector in India is on the ascendancy.

Subscriber numbers are expected to more than double in the period 2001-
2006, from 35 million in March 2001 to about 85 million in 2006. India will
mirror the global trend of high growth rates in mobile vis-à-vis fixed-line
users (40 per cent CAGR in mobile services against 16 per cent in the
fixed-line segment). However, with fixed-line teledensity in India being at a
very low 4 per cent, absolute growth in fixed-line services will lead
additions in mobile subscribers over the next 10 years. Despite the high
projected growth, teledensity in 2010 is expected to be 11.5 per cent,
falling short of the NTP99 target of 15 per cent. Revenues will also grow,
albeit slowly, in the light of significant reductions in tariffs. By 2006,
telecom is expected to be a Rs 66,000-crore sector, contributing 5.4 per
cent to India’s GDP.

Several parts of the sector are being liberalised. Unlimited entry of

new players has been allowed in basic, NLD, ILD, ISP and infrastructure
businesses. ILD and Internet telephony are the latest issues on the
deregulation agenda, with the former being opened up in April 2002, and
the guidelines for the latter expected to be announced soon. However,
uncertainties remain regarding regulatory issues. Customer choice
mechanisms and interconnect terms for long-distance services are yet to
be finalized. And the dispute regarding limited mobility has not yet been
resolved. These issues will result in changes in tariffs, market share and
revenue share of Internet access and NLD/ILD players, thereby affecting
their strategies and plans.

10
 Three to four leading private players are likely to emerge as
competition to the incumbents, BSNL and MTNL, which have a significant
presence across the value chain. The Tata Group, Reliance Infocom and
Bharti Televentures have announced plans to emerge as integrated
telecom companies offering end-to-end services to customers. Hutchison,
on the other hand, appears to be focused on cellular services, with no
stated intention of entering other businesses.

These are interesting times for the Tata Group, which has emerged
as the largest private sector telecom player, with a significant presence
across the telecom value chain. The acquisition of VSNL is the latest in a
series of moves that the group has taken - gradually and quietly - to
expand the range of its coverage and services.

The Tata Group was one of the earliest private sector entrants into
telecom services. In 1995 Tata Cellular (TCL) won the license to offer
mobile services in Andhra Pradesh. It was followed by Tata Teleservices
(TTSL), which successfully bid for the basic licence in Andhra Pradesh in
1997. Tata Power was the first to set up a broadband network in India,
using DWDM technology in the Mumbai metro network. TCL later merged
with Birla AT&T Ltd to expand market coverage to four circles. Birla Tata
AT&T (BTAL) proposes to further merge with BPL Mobile, thus forming the
largest cellular services company in India, with nearly 1.4 million
subscribers. TTSL, which recently crossed the one-lakh subscriber mark
in Andhra Pradesh, has secured licences to roll out basic services in four
new, high-potential circles (Delhi, Tamil Nadu, Karnataka, and Gujarat).

The VSNL acquisition has catapulted the Tata Group to the leading
position among private Indian telecom players. With a 100 per cent share
in the lucrative ILD business, a leading share in Internet services, and a
favourable NLD license, VSNL fits in perfectly with the group’s plans of

11
providing integrated telecom solutions. The Tata-VSNL team will now
embark on its next challenge - ensuring a smooth transition at VSNL and
integrating business plans for ILD, NLD and Internet/data services to
enhance value for its customers and shareholders.

The Tata Group aims to be a market leader in the telecom

services space. The strategic intent is to capture a sizable share of
customers/end-users, and customer ownership will be leveraged to anchor
the group’s other telecom offerings. The group will focus on providing an
appropriate mix of fixed/ wireless and voice/data services to customers in
select high-potential areas. The Tatas will compete on the basis of
superior product quality and customer care, and innovative bundling of
services. Infrastructure is being built on select routes and lease/swap
options are being explored elsewhere. The Tata Group recognizes that the
strategy, while being robust, has to remain flexible to respond speedily to
developments in customer behaviour, competition, technology, regulation,
and M&A opportunities.

Profile
Tata Teleservices (TTSL) spearheads the Tata Group's presence in the
Indian telecom sector. Incorporated in 1996, the company was the first to
launch CDMA mobile services in India (in the Andhra Pradesh circle).

With the acquisition of Hughes Tele.com (India), now Tata Teleservices

(Maharashtra), in December 2002, the company swung into expansion
mode. TTSL currently offers services under the brand name 'Tata Indicom'
in 20 circles in India: Andhra Pradesh,Chennai, Gujarat, Karnataka, Delhi,
Maharashtra, Mumbai, Tamil Nadu, Orissa, Bihar, Rajasthan, Punjab,
Haryana, Himachal Pradesh, Uttar Pradesh (East), Uttar Pradesh (West),
Kerala, Kolkata, Madhya Pradesh and West Bengal.

12
TTSL, which heralded convergence technologies in the Indian telecom
sector, is today the market leader in the fixed wireless telephony market
with a customer base of over 2.68 million.

AREAS OF BUSINESS
TTSL pioneered the CDMA 3G1x technology platform in India. The
company has established a robust and reliable telecom infrastructure that
ensures quality in its services. It has partnered Motorola, Ericsson, Lucent
and ECI Telecom to deploy a reliable and technologically advanced
network.

TTSL's telephony services include mobile services, fixed wireless phones

(FWP), public booth telephony and wire line services. Among its value-
added services are voice portal, roaming, post-paid internet services,
three-way conferencing, group calling, wi-fi internet services and data
services.

The company has entered the 'prepaid' segment by launching, under the
Tata Indicom brand, its '100 % Sacchai True Paid' offering across all its
circles. Tata Indicom also offers a collection of 1,000 mobile games, the
latest handsets, and new voice and data services such as BREW games,
picture messaging, polyphonic ring tones, and interactive applications.

TTSL, along with its subsidiary, Tata Teleservices (Maharashtra), currently

serves 4.58 million customers in over 1,400 towns in India.

13
 About TATA Teleservices

Tata Teleservices is part of the INR 76,929Crore (US$17.8 billion) Tata

Group, that has over 90 companies, over 220,000 employees and more
than 2.8 million shareholders. With a committed investment of INR
36,000Crore (US$ 7.5 billion) in Telecom (FY 2006), the Group has a
formidable presence across the telecom value chain.
Tata Teleservices spearheads the Group’s presence in the telecom
sector. Incorporated in 1996, Tata Teleservices was the first to launch
CDMA mobile services in India with the Andhra Pradesh circle.

Starting with the major acquisition of Hughes Tele.com (India)

Limited [now renamed Tata Teleservices (Maharashtra) Limited] in
December 2002, the company has swung into expansion mode. Tata
Teleservices operates in 20 circles i.e. Andhra Pradesh, Chennai,
Gujarat, Karnataka, Delhi, Maharashtra, Mumbai, Tamil Nadu, Orissa,
Bihar, Rajasthan, Punjab, Haryana, Himachal Pradesh, Uttar Pradesh
(E), Uttar Pradesh (W), Kerala, Kolkata, Madhya Pradesh and West
Bengal.

Having pioneered the CDMA 3G1x technology platform in India,

Tata Teleservices has established a robust and reliable telecom
infrastructure that ensures quality in its services. It has partnered with
Motorola, Ericsson, Lucent and ECI Telecom for the deployment of a
reliable, technologically advanced network.

The company, which heralded convergence technologies in the

Indian telecom sector, is today the market leader in the fixed wireless
telephony market with a total customer base of over 3.8 million.
Tata Teleservices’ bouquet of telephony services includes Mobile

14
services, Wireless Desktop Phones, Public Booth Telephony and Wire line
services. Other services include value added services like voice portal,
roaming, post-paid Internet services, 3-way conferencing, group calling,
Wi-Fi Internet, data and calling card services.

Some of the other products launched by the company include prepaid

wireless desktop phones, public phone booths, new mobile handsets and
new voice & data services such as BREW games, Voice Portal, picture
messaging, polyphonic ring tones, interactive applications like news,
cricket, astrology, etc.

Tata Indicom redefined the existing prepaid mobile market in India,

by unveiling their new offering – Tata Indicom ‘Non Stop Mobile’ which
allows customers to receive free incoming calls. Recently, India’s fastest
and youngest telecom service provider entered the prestigious Limca
Book of Records, by inaugurating 100 True Value Shoppes nationally
on a single day.

Tata Teleservices has a strong workforce of 6000. In addition, TTSL

has created more than 20,000 jobs, which will include 10,000 indirect jobs
through outsourcing of its manpower needs.

Today, Tata Teleservices Limited along with its subsidiary Tata

Teleservices (Maharashtra) Limited serves over 13 million customers in
over 3100 towns. With an ambitious rollout plan both within existing circles
and across new circles, Tata Teleservices is offering world-class
technology and user-friendly services in 20 circles.

15
 MILESTONE

2006
January
Tata Indicom Subscriber base crosses the 8Mn mark in Jan 06.

2005
November
Tata Indicom acquires over 1Mn gross subscribers in the month of
November 05.
Tata Indicom Subscriber base crosses the 7Mn mark in Nov 05.

October

Tata Indicom launches the first of its kind offer - Non Stop Mobile in the
Mobile prepaid market.
Tata Indicom Subscriber base crosses the 6Mn mark in Oct 05.

August
Tata Indicom Subscriber base touches crosses the 5Mn Mark.
Tata Indicom service made available in 1500 cities. Tata Indicom crosses
the 1500 city mark.

June
Tata Indicom launches its first own exclusively branded phone under the
brand name "Indicom gem".

May
Tata Indicom service made available in 1000 cities. Tata Indicom crosses
the critical 1000 city mark.
Tata Indicom Subscriber base touches crosses the 4Mn mark.

16
March
Tata Indicom launches its exclusive portal for Women on its mobile
phones called "Woman's Zone".

February
Tata Indicom completes roll-out in new circles with its services now
available in 20 circles.

January
Tata Indicom Subscriber base touches crosses the 3 Mn mark.

2004

October
Tata Indicom repositions its Fixed Wireless Phone category under the
brand name " Walky".

September
Tata Indicom launches its Prepaid services under the Brand name of "
True paid".

June
Tata Indicom Subscriber base touches crosses the 2Mn mark.

April
Tata Teleservices launches Tata Indicom Prepay Service on Smart
Wireless Service in New Delhi and Hyderabad, which offers up to 25%
savings on monthly usage.

March
QUALCOMM and Tata Teleservices Announce Plans to Offer Wireless
Applications and Services Via BREW™ and BREW Chat Solutions.

17
February
Tata Indicom Subscribers can now send International SMS across 174
countries and 533 operators.
Tata Indicom launches SMS based entertainment and infotainment
services with 8282 Service and India times 8887/8888 Service.
Tata Indicom launches roaming services across 5 circles.

January
Tata Indicom crossed the half million-customer mark in the Fixed Wireless
segment by registering over 300% growth in its Fixed Wireless customer
base since January 2003. With over half million Fixed Wireless retail
customers and over 30,000 Fixed Wireless payphones, Tata Indicom
continues to be the leader in the Fixed Wireless segment.

National SMS service launched across the six circles.

2003

September
Tata Teleservices (AP circle) is rated as one of the "Great Places to Work"
in a Business World survey (Business World - Sept 1, 2003).

Outlook Money (August 22, 2003 issue) rates Tata Indicom's Economy
450 as the best mobile deal.

August
Tata Indicom customer base crosses 800,000. CDMA Mobile Service
launched in Maharshtra.

March
Tata Indicom customer base crosses 500,000.

18
More than half a million people across the nation are now satisfied
customers of Tata Indicom

2002

December
Tata Indicom Launched in Delhi and Gujarat
Tata Teleservices Limited spreads its service network to the national
capital and Gujarat. Services inaugurated by the then minister of
Information technology Mr. Pramod Mahajan.

November
Tata Indicom Launch In Tamil Nadu and Karnataka
Tata Teleservices Limited unveils its new brand Tata Indicom while
launching its services (CDMA Mobile, Basic phone Connections) in Tamil
Nadu and Karnataka.

July
Tata Teleservices Limited crosses 2lakh customers
Once again Team AP exceeds all expectations by reaching 2lakh
customers ahead of schedule. The records keep falling by the wayside as
Team AP moves ever onwards.

June
Acquisition of Hughes Tele.com
Tata Teleservices Limited acquires Hughes telecom, a company which
had a strong presence in basic telephony in the states of Maharashtra &
Goa.

June
Record 1000 VPT's Installed
Tata Teleservices Limited becomes the first and only private basic service

19
operator in the country to complete the installation of 1000 Village Public
Telephones in a circle.

March
Digital DSL Services launched
Tata Teleservices Limited's endeavour to provide customers with wide
ranging data applications continues with the launch of DSL Data services.
DSL gives customers the flexibility of simultaneously meeting his Data &
POTS needs on a single line.

2001

December
New Era of Customer convenience - Launch of I help
To provide customers with enhanced customer service and convenience,
Tata Teleservices Limited launched "I help" - an Interactive Voice
Response System

2001
Tata Teleservices Limited is among the first three private basic telecom
service provider in the country, to be awarded the Letter of Intent(LOI) to
provide basic telecom services in 15 other states of India.

2001
First private basic telecom service provider in the country to commercially
launch limited mobility services - Tata Indicom CDMA Mobile.

January
Crossed the 50,000 landmark by January 2001.

January
Launched basic services in the city of Guntur on January 20, 2001.

20
1999

March
First private basic telecom service provider to launch services in the state
of Andhra Pradesh on 31st March 1999.
The first private telephone services provider in the country to offer Centrex
to its customers.

August
Launched basic services in the city of Vijayawada on August 18, 1999.

1998

First to introduce the concept of Smart Card Technology in Pay Telephone

business. Tata Teleservices has signed up with Schlumberger of France
to establish their payphone network. Schlumberger of France works with
over 70 telecom companies worldwide and enjoys over 25% of the Smart
Card payphone market segment.

1997

Novemer
Licence agreement signed with DOT for operating basic telephone
services in the circle of Andhra Pradesh on November 4, 1997.

1996

March
Letter of Intent (LOI) issued to the company in March 13, 1996 to provide
basic telephone services in the state of Andhra Pradesh

21
 SERVICE PROVIDER
DIRECTOR OF THE COMPANY
Mr. K. A. Chaukar
MR.RATAN. N. TATA
Designation : Managing Director
Company : Tata Industries Ltd.
Designation : Chairman
Company : Tata Sons Ltd.

Dr. J. J. Irani Mr. S. K. Gupta

Designation : Director Designation : Group Telecom Advisor

Company : Tata Sons Ltd. Company : -

Mr. R. Gopalakrishnan Mr. I. Hussain

Designation : Director Designation : Director

Company : Tata Sons Ltd. Company : Tata Sons Ltd.

Mr. N. Srinath Mr. N. S. Ramachandran

Designation : Director Designation : Director

Company : VSNL Company : Tata Teleservices Ltd.

Mr. S. Ramadorai Dr. Mukund Govind Rajan

Designation : CEO & Managing Director Designation : Vice President

Company : Tata Consultancy Services Company : Tata Sons Ltd.
Limited.

Mr. Manish Kejriwal

Designation : Director
Company : Tata Teleservices Ltd.

22
True Value Hub (TVH) is a brand touch point that offers all the product &
services available under the Tata Indicom brand ranging from prepaid &
post paid mobile and fixed wireless to broadband services. Apart from
these, various customer service needs including bill payment, query
handling, complaint handling et al are met at the TVH. Three broad
formats (Large, Medium & Small) define the services available at the
TVHs.

True Value Hubs are positioned to provide an excellent experience to all

existing & prospective Tata Indicom customers. The ambience of these
Hub’s is vibrant, cheerful, inviting and highly personalized. Each and every
customer is offered personalized servicing by our professionally trained
TVH executives .Our TVH outlets have an Experience Zone with
interactive kiosks where customers can browse, experience and gather
information on our latest products and services including Mobile, Internet
Connectivity, Fixed Wireless services, ring tones, wallpapers and other
Value added services.

Apart from being a sampling point, a customer at the TVH is also offered
an array of Broadband applications for consumption at the Broadband
Zones such as High speed browsing, Web chat, movies, music, games, e-
learning, net telephony et al.

True Value Shoppe (TVS ) is a 100-150 sq ft exclusive sales outlet for

the entire range of Tata Indicom products & are located in main markets.
True Value Shoppe is based on ‘Shop in a Box’ concept wherein a
franchisee can start business within seven days from sign up. Tata
Indicom has had the proud distinction of launching 1000 TVS within 180
days of rollout. True Value Shoppe is a revolutionary concept in the
Indian telecom retail scenario.

23
As of date there are 1500 + TVS across our 20 circles and increasing with
more True Value Shoppe being added with growing coverage.

Products: The entire range of Tata Indicom Products : Postpaid Mobile,

Prepaid Mobile (True paid), Fixed Wireless (Walky), Calling cards,
Broadband & accessories.

PTB (Public Telephony Booth)

We are India's leading standardized and branded private PCO service

provider with over 3.5lacs pay phones across the country .We believe that
our success flows from the success of our business partners and satisfied
customers. The Pay Telephony Business Unit (PTBU) of TTSL has been a
pioneer in the PCO market. It has changed the face of business by
introducing innovative and technologically advanced solutions in the
market such as the standardized password protected billing machine,
16khz switch based billing, ergonomic booth etc. It is the only company
today that provides all the equipments and support needed to run a PCO
and is a “One Stop Shop for all PCO needs”. Low investment, hassle free
documentation, after sales services, marketing support and the highest
return on investment make us the best option for PCO Operators.

TATA INDICOM HISTORY :

With our entry in 2000,we revolutionized the Indian payphone industry in
the India .Tata Indicom was the first branded private PCO service provider
in the PCO telecom market .

We redefined customer expectations in the PCO market by introducing the

Smart PCO booths that provide privacy and comfort . Our technologically
advanced tamper proof billing meters ensure accurate billing to the

24
customer.

We pioneered the concept of One Stop Shop For PCO Needs by providing
end to end solutions for PCO, complete with- a tamper proof Billing
Machine, Printer,NIU and a booth. This is made available at low
investment and with hassle free documentation.

We are also the first to launch the Talking Billing Machine-an endeavor to
support the blinds and make them self-reliant. .The machine with its
unique designs and features reads out the amount on the bill to the blind
operator and helps him keep track of his daily revenues and he need not
be dependant on the integrity of the end user to collect the amount.

We Welcome you to join hands with the group that is all set to
revolutionize the PCO market with its innovations and new ventures.

25
 Product detail

Presenting the Go Mobile plans from Tata Indicom.

Select any of the four exciting prepaid plans from Go easy, Go Active, Go
Life and Go Max and choose from a range of color and black and white
handsets and Go Mobile for as low as Rs. 1499/- only.

What's more, enjoy true power of choice with recharge cards starting as
low as Rs.50/-
Ready-to-use features with your Tata Indicom True Paid
SMS
Roaming in over 2400 cities
STD & ISD Facility
Caller Line Identification
Balance Carry Forward
Anywhere/ Anytime Recharge
Instant Balance Enquiry

MOBILE AVILABLE WITH TATA

26
27
 Prepaid Mobile Tariff
Tariffs Go Easy Go Active Go Life Go Max
Starter Pack (Rs.) 99 499 999 1499
Talktime (Rs) 50 10 50 100
Validity (Days) 7 730 Life 999
Bundled Offer
Free Calls to Local Tata
- 2000 1799 10,000
Phones (mins)
Validity (Days) - 730 730 999
Free local SMS (Rs.) - - - 500
Rs.50
bonus talk
Bonus talk time on
- time on first - -
recharge
two
recharges**
Pulse Rs. per minute
Local - to Tata phones 1.00 0.50 1.00 0.20
Local - to all other
2.00 1.00 2.00 1.00
phones
STD calls 3.00 2.50 3.00 2.00
International calls 18.00 15.00 18.00 12.00
Roaming Rs. per minute
Incoming/Outgoing -
3.00 2.50 3.00 2.00
Local and STD
SMS Rs. per minute
Local and National 1.00 1.00 1.00 0.50
International 5.00 5.00 5.00 5.00
Voice Station Tariffs Rs. 6 per minute
**
1. Not applicable on recharges with Add on packs
2. Recharges need to be made 30 days from the first call date
3. Offer valid for customers activated after 3rd of February, 2007

28
 Tata Indicom Post paid mobile for Customer
Tata Indicom is India's most affordable mobile:
Tata Indicom mobile services now offer you both Pre-Paid as well as Post-
Paid connections.
STD call charges are among the lowest in India for distances over 500 km
with absolutely no additional-airtime charges! Most importantly, Tata
Indicom Mobile offers superior voice clarity, congestion-free networks,
high speed data access, and coverage in over 1000 cities.

Postpaid Mobile Tariff

Estimated monthly bill (in Rs.)

Do Do
Min. Get Do Do Talk Do Do Get Get
Biz More More
of More More More India More More More More
999 1599
use 124 0123 199 299 399 499 199 399 Silver
(ARP) (ARP)
100 228 310 388 405 570 783 301 524 349 155 155
200 332 422 501 481 646 946 353 581 449 310 310
300 436 534 615 557 721 1110 404 638 549 465 465
400 540 646 728 633 797 1274 491 695 650 620 620
500 644 758 841 709 873 1437 601 752 750 776 776
1000 1164 1318 1408 1089 1250 2256 1152 1376 1251 1551 1551

Above calculations include Rentals, Plan, CLIP charges and Excludes Service tax of
12.2% Above calculations are based on the following call patterns - Intra-circle : On net
52% , Mobile 17%, Fixed 10%, Inter-circle : On net 6%, Mobile 10%, Fixed 5%
Note: The estimated bill is based on the assumptions as above and therefore cannot be
taken as exact bill amount.

WALKY

Tata Indicom is proud to bring you a revolutionary new home phone - Tata
Indicom with a unique 10 digit number for small & semi urban towns. A
superior phone with advanced features like caller ID, speaker phone,
address book etc. What's more you can now enjoy the prepaid advantage
for the first time on your home phone. So there are no surprising
telephone bills at the end of the month. Because with Tata Indicom 10,
you control your monthly home phone budget.

29
But that's just one of the exciting benefits of Tata Indicom 10. Here are a
few more:
Instant Connection
You can get an instant connection over the counter. No waiting period,
no excessive paperwork.
Wireless
As tata Indicom 10 is wireless, it is easy to install, with no annoying
wires and – no major connections inside your house
Prepaid walky Tariffs

Best value for money

Local Calls at 90 paise.
STD Calls at Rs. 1.80 per minute.

Standard Tariff Rate (Rs. Per Min)

Calls within same circle 0.90
STD 1.80
ISD 12.00
SMS (Per Message)
Local & National 1.00
International 5.00
Voice Portal (12900) 6.00

Talk India Tariff Rate (Rs.) Pulse (sec)

Calls within same circle
To Mobile Phones 1.00 180
To Fixed Phones 1.00 60
STD 1.00 60
ISD
Gulf 12.00 60
Rest of World 9.99 60
SMS (Per Message)
Local & National 1.00
International 5.00

30
Voice Portal (12900) 6.00 60

Postpaid walky plans

Tariff Plans
Plan 250 on Indicom 10
Plan 350 on Indicom 10
Indicom 10 Life
Indicom 10 Cordless Life plan
walky

Presenting the TATA Indicom Walky with features like Caller Line
Identification, SMS, Missed Call details, Internet, Phone book and
Speaker phone, with extremely low tariffs.

Now, with a choice between a Postpaid connection and a Prepaid

connection, you can regulate your usage the way you want to.

Plans & Tariffs

31
Best value for money
Local Calls at 90 paise.
STD Calls at Rs. 1.80 per minute.
ISD Calls as low as Rs.5.40 per minute.

Tariff Plans:

Standard Tariff Rate (Rs.) Pulse (sec)

Mobile phones within the
circle
To Tata Mobile Phones 0.90 180
To Other Mobile Phones 0.90 45
Fixed Phones within the
circle
All Fixed Phones (<50 km) 0.90 180
To Tata Fixed Phones (>50
1.20 180
km)
To Other Fixed Phones (>50
0.90 60
km)
STD
To Tata Fixed Phones 1.20 180
To All other Phones 1.80 60
ISD
USA, UK, Canada 5.40 60
Europe (excl UK), SEA 6.75 60
Rest of the World 13.50 60
SMS (Per Message)
Local & National 1.00
International 5.00
Voice Portal (12900) 6.00 60
SEA [South East Asia] includes Singapore, Thailand, Malaysia,
Indonesia, Hongkong

Home 2 Mobile Tariff Rate (Rs.) Pulse (sec)

Mobile phones within the
1.20 180
circle

32
 Land line phone
Benefits

 Seamless voice quality

 Quick installation & 24X7 support
 Different flavour of tariff plans to suite business & personal
requirement
 High speed internet access

Product Features

 Internet Ready – Inbuilt post-paid Internet access. Every wireline

connection is Internet ready.
 Host of value added services: Call Waiting, Call Forwarding, Call
Hunting, 3-way Conferencing, Voice mail services
 Connect to any Fax machine, EPABX and Bank Swipe Terminals.

Instrument Features

 See who's calling with CLI (Caller Line Identification)

 Get Missed Call details
 Store family and friends numbers in the in-built phone book
 Dial frequently called numbers from memory and save time
 Speaker Phone

33
 Tariffs

Tariff Home2 Home2 Home2 One

City Tata
Plan Mobile Mobile Mobile Talk India 225 Nation Landline Plan 99
299 600
Name 125 249 349 180 Life

Low Resid- Resid- Med- Med- Pred- Busin- Resid-ential Low

user ential ential ium -to-high ium-to- omina- ess users user
with user user user high ntly user with with
mainly with with with mainly STD user Local with offices / high mainly
local mainly STD usage with user Business usage local
calls local and/or and Mthly Bill > mainly with partners/ on local mobiles calls &
Ideal and calls ISD Rs. 600 STD mthly bill > Friends spread Mthly
for Mthly and usage usage Rs. 600 across the & STD and low bill of
Bill of mthly and and country rec. expense upto Rs.
up to bill mthly Mthly Bill 200
Rs. 400 <up to bill >
Rs.600 Rs. 600 of
up to
Rs. 400

Monthly
Rental 125 249 349 225 180 299 600 Nil 99
(Rs.)

CLIP (Rs.)
50 50 Nil Nil Nil Nil Nil Rs.25 Nil
(Optional)

2000 mins for

Monthly
any calls made
Free usage - 100 120 25 50 Nil Nil 99
to any Tata
(Rs.)
Indicom phones

5 local
Tata
Free local Walky/
- - - - - - - -
T2T usage Mobile/
Wireline
numbers

Rate
per
0.5 (<50 Rs.0.30 for calls
Pulse
kms) 1.2 to Tata Indicom
for
12 12 12 1 1 (>50 kms - phones and Rs. 1 1
Local
only on other 1.10 for all other
& Intra-
Fixed calls) calls
Circle calls
(Rs.)

34
 Discounts on Monthly Bill

Tariff Home2 Home2 Home2 Talk One

Tata
Plan Mobile Mobile Mobile India Nation City 299 Landline Plan 99
600
Name 125 249 349 225 180 Life

Rs. 500 -
- 5% 5% - - - - - -
Rs. 750

Rs. 751 -
- 10% 10% - - - - - -
Rs. 1000

Rs. 1001 -
- 15% 15% - - - - - -
Rs. 1500

Rs. 1501 -
- 20% 20% - - - - - -
Rs. 2000

> Rs.
- 25% 25% - - - - - -
2000

Local & Intra-Circle pulses

Tariff Home2 Home2 Home2 Talk One

Tata Landline
Plan Mobile Mobile Mobile India City 299 Nation Plan 99
600 Life
Name 125 249 349 225 180
To Tata
Rs. 0.50
Indicom 3 min 3 min 1 min 3 min 3 min 1 min
per min
mobiles
To all
Non-
Rs. 0.50
Tata 3 min 1 min 1 min 1 min 3 min 1 min
per min
Indicom
mobiles
To Tata
3 mins ( < 50
Indicom Rs. 0.50
3 min 3 min 1 min 3 min 3 min Km) , 1 min (>
Wireline per min
50 Km)
& Walky
Rs. 0.50
3 Min
3 mins per min
(<50
To all ( < 50 for < 50 3 mins ( < 50
Km), 1
other 1 min Km) , 1 km; Rs. 1 min 1 min Km) , 1 min (>
Min
phones min (> 1.20 per 50 Km)
(>50
50 Km) min for >
Km)
50 km

Inter-Circle (Outside Circle) call charges (< 50 kms) - Rs. Per Minute
Tariff Home2 Home2 Home2 One
Talk India Tata
Plan Mobile Mobile Mobile City 299 Nation Landline Plan 99
225 600 Life
Name 125 249 349 180
To all Rs. 0.80 Rs. 0.33 Rs. 0.80 Rs. 0.30 Rs. 0.33 Re.1 / 3 Rs.2.2
Tata mins

35
Indicom
phones
To all
Non-
Tata Re.1 /
Rs. 0.80 Rs. 1.00 Rs. 0.80 Rs.1.1 Rs. 1.00 Rs.2.2
Indicom min
Mobile
phones
To all
Re.1 /
other Rs. 1.20 Rs. 1.00 Rs. 1.20 Rs.0.73 Rs.1.00 Rs.2.2
min
phones

Inter-Circle (Outside Circle) call charges (> 50 kms) - Rs. Per Minute
Tariff Home2 Home2 Home2 Talk One
Plan Mobile Mobile Mobile India City 299 Tata 600 Nation Landline Plan 99
Name 125 249 349 225 180 Life
Rs. 0.30 to all
To all
Tata Indicom
Tata Rs. Rs. Rs. Rs. Re.1 / 3
Rs 2.40 Rs. 2.40 phones; Rs. Rs.2.2
Indicom 2.40 1.20 1.00 1.00 mins
2.20 to all
phones
other phones
To all
Rs. 0.30 to all
Non-
Tata Indicom
Tata Rs. Rs. Rs. Rs. Re.1 /
Rs 2.40 Rs. 2.40 phones; Rs. Rs.2.2
Indicom 2.40 1.20 1.00 1.00 min
2.20 to all
Mobile
other phones
phones
Rs. 0.30 to all
To all Tata Indicom
Rs. Rs. Rs. Rs. Re.1 /
other Rs 2.40 Rs. 2.40 phones; Rs. Rs.2.2
2.40 1.20 1.00 1.00 min
phones 2.20 to all
other phones

ISD call charges - Rest of India (Rs. Per Minute)

Tariff Home2 Home2 Home2 Talk One
City Tata
Plan Mobile Mobile Mobile India Nation Landline Life Plan 99
299 600
Name 125 249 349 225 180
USA, Rs. Rs. Rs. Rs.
Rs. 5.00 Rs.6.6 Rs.5.00 Rs. 5.00 Rs. 6.99
Canada 7.20 7.20 5.00 7.20
Rs. Rs. Rs. Rs.
UK Rs. 8.00 Rs. 6.6 Rs. 8.00 Rs. 8.00 Rs. 6.99
7.20 7.20 8.00 7.20
SEA & Rs. Rs. Rs. ROE - Rs. Rs. ROE – ROE – Rs. Rs.8.99

36
 Rs. Rs.
Rest of 12.00 12.00 12.00
9.60 9.60 12.00 9.60 8.80
Europe SEA - SEA – SEA – Rs.8.00
Rs.8.00 Rs.8.00
Gulf & Rs. Rs. Rs. Rs.
Rs. 8.00 Rs. 12 Rs. 8.00 Rs. 8.00 Rs. 15.99
Africa 12.00 12.00 8.00 9.60
Australia,
Rs. Rs. Rs. Rs. Rs. Rs. Rs.
NZ and Rs. 12.00 Rs. 15.99
12.00 12.00 12.00 12.00 12.00 12.00 12.00
SAARC
Rs. Rs. Rs. Rs. Rs. Rs. Rs.
RoW Rs. 12.00 Rs. 15.99
18.00 18.00 12.00 12.00 18.00 16.5 12.00
ISD call charges - Delhi & Mumbai (Rs. Per Minute)
Tariff Home2 Home2 Home2 Talk One
City Tata
Plan Mobile Mobile Mobile India Nation Landline Plan 99
299 600 Life
Name 125 249 349 225 180
USA, Rs. Rs. Rs. Rs. Rs.
Rs. 5.00 Rs. 5.00 Rs. 5.00 Rs. 6.99
Canada 9.00 9.00 5.00 9.00 8.25
UK & Rs. Rs. Rs. Rs. Rs. UK – Rs.6.99 SEA –
Rs. 8.00 Rs. 8.00 Rs. 8.00
SEA 9.00 9.00 8.00 9.00 8.25 Rs.8.99
Gulf and Rs. Rs. Rs. Rs. Rs.
Rs. 8.00 Rs. 8.00 Rs. 8.00 Rs. 15.99
Africa 18.00 18.00 8.00 18.00 16.5
Rest of Rs. Rs. Rs. Rs. Rs. Rs. Rs.
Rs. 12.00 Rs. 15.99
World 18.00 18.00 12.00 12.00 18.00 16.5 12.00

Supersaver Add-ons

Local Tata- Get unlimited free local calls to all Tata Indicom Phones. Monthly
to-Tata pack Rental is Rs. 75. Applicable on all the above mentioned plans.
Save upto 30% on all Local calls made at Night i.e. 9pm-9am, for a
Night Speak rental of only Rs. 25. Applicable only on H2M 125/249/349/One Nation
180/Landline Life/Plan 99.
All Inter-Circle STD calls to any phone across the country will be at Rs.
STD Jumbo 1 / min. The rental for this is only Rs. 100. Applicable only on H2M
125/249/349/Plan 99.
Save upto 30% on all Local calls made on Weekends i.e. Saturdays &
Weekend
Sundays. The rental for this is only Rs. 25.Applicable only on H2M
Speak
125/249/349/One Nation 180/Landline Life/Plan 99.
Lifetime For a one-time charge of Rs. 300, get CLIP free for life.Applicable only
CLIP pack on H2M 125/249/Landline Life
Our Voice station (12900) offers a host of exciting value added services. Charges at
Rs. 6 / min

37
 Promotion

latest offers by Tata Indicom

Money Back Offer on Walky

Pay Rs. 1650 for a walky Prepaid connection and get Rs.
1650 local talk time free.

Money Back Offer on Indicom 10!

Pay Rs. 1650 for a Indicom 10 connection and get Rs. 1650
local talk time free.

2 Reasons to Smile

Enjoy a landline with zero rental for life & take home a
trendy mobile.

Get 2gether Lifetime Offer!

Begin the New Year by picking two handsets for Rs. 3999/-

38
Go Xtra Offer!

Double talktime on every recharge. FM radio phone for Rs

1799/-

Special call charges offer!

For a rental of Just Re.1/day, enjoy special call charges!

Zero Installation Charges.

Zero installation charges on purchase of Tata Indicom

Broadband prepaid plans valid for 6 months or more.

RESEARCH STUDY

39
Research study on the “ REASON FOR CHURNING AND CUSTOMER
RETENTION”

RESEARCH METHODOLOGY
This is below the research methodology given below used by me during
this project of the “Reason for churning and Customer retention”. the
company want to find out what are the main reason for customer for stop
the services of telecom and switching to another telecom service provider.
For the used research objective and methodology is the given.

Research Design: -

The research design is descriptive. I have collected the data of 100 people
across the city for my research study. There were customer who already
used the services and stop the services of TaTa Indicom. There were a
customer right now using the services of TATA Indicom There were the
people having wireless walky,Mobile connection. . Those people have
given the feedback to the questionnaire according to there previous
experience with services they received.
Research Plan: -
To develop the research plan a surveyor has to make the simple and the
convenient strategy for filling the questionnaire and gathering the data
through the convenience of the interviewee. The research plan should be
more efficient so that is does not cost the company. The Primary Data has
been collected from the people residing in the city Baroda with help of the
questionnaire. For collecting the data I have interviewed some clients
personally and also made call to the some customer for the survey.

Data source:

40
Here the data gathered by me is the complete primary data through the
survey method. To contact the customers I have collected that data from
customer data base of vn infosys.For contacting to customers who
already disconnected the services of indicom I get data from the TATA
Indicom customer list.
Research Approach:

Survey research has been selected to find out reason for churning and
customer retention determine the what are the problem facing during using
the services of the TATA Indicom. In this comprehensive work I have filled
the questionnaire through telecalling and personal interview. The approach
to fill the questionnaire was also to meet the customers who have some
experience of services and customer who want to give some suggestion to
improve the services.

Research instrument: -
The instrument that has been use for conducting the survey
research is the Questionnaire includes questions to know what the
Reason for churning and customer retention. The questions have been
arranged in a proper and logical sequence so as to avoid any confusion.
Also the language used in the questionnaire is very simple and easy to
understand.

Sampling plan: -

41
1.Sample unit:

Who is to be surveyed that is the sampling unit. Here I have to decide the
target population to be sampled. So here in the sampling unit I have taken
the sample of the different people who left the TATA Indicom and
customer who getting the services from TATA indicom.

2. Sampling Size: - the sample size shows that how many people should
surveyed. Here I have collected the sample of the 100 people across the
city. From 100 respondent I filled 50 respondent who left the services of
TATA Indicom and 50 respondent who getting the services of TATA
Indicom. For that I prepared two different questionnaire. Here it is not
necessary that the big sample always gives the reliable result because I
have chosen the small sample of 100 questionnaires. But it is easy to
analyze the small sample and to give the reliable result.

Sampling Procedure: once the sampling plan has been determined, the
marketing researcher must decide how the subject should be contacted:
mail, telephone, personal. How the interviewer choosing the interviewee
that should is the sampling procedure. Here the respondents chosen
maximum on the telephone. When I had called them for find out the are
reason for churning and for giving some suggestion for improvement. Here
are those people who have denied to give the interview personally those
peoples interview were taken on the telephone .

Research Objective:
• To find out the reason for churning in TATA INDICOM.

42
• To find out how to retain customer in telecom industry.
• To give suggestion to TATA INDICOM for customer retention.
• To increase customer satisfaction towards TATA INDICOM
services.

SURVEY TOPIC
43
 REASON
FOR
CHURNING

Q-1 Which kind of product did you have?

44
 Walky 29
Mobile 21

PRODUCT DETAIL

42%
WALKY
58% MOBILE

From above table it is found that most customer owning walky connection
and it about Around 58%. Customer taken walky because of its mobility.
And 42% respondent had mobile connection here benefit for customer is
that they can move any where and connected to another person.

Q-2 How long did you used TATA Tele product?

DURATION PERCENTAGE

45
 Less then 3 month 16
Less then 6 month 48
Less then 9 month 22
Less then 1 year 14

DURATION OF USING TATA TELE SERVICES

14% 16%

Less then 3 Month

22% Less then 6 Month

Less then 9 Month

48% Less then 1 Year

From the survey I found that 48% respondent used TATA Tele services
less then 6th Month. And customer who used less then 3 Month face
problem related to initial sales related like wrong commitment by the sales
executives and wrong scheme configured by the executives and it 16%.
22% respondent used it less then 9 Month.

Q-3 Which kind of problem did you face in the past?

REASONS PERCENTAGE
Billing 27.58
Services 22.41
Network 15.51

46
 Product 18.96
Competition 3.44
Personal 5.17
Initial sales related 6.89

REASON FOR CHURNING Billing

7% Services
5%
28% Network
3%
Product
19%
Competition

Personal
22%
16%
Initial sales
related

Interpretation
From the above table it is found that customer facing problems with billing
and services. There is 28% respondent give reason for stop the services
of TaTa due to billing related issue.
22% respondent were problems related to services and 19% respondent
were shown product as a reason for stop the services.
16% respondent were problem related to network as reason for churning.

Q-4 what were the problems due to billing related?

PERCENTAG
PROBLEMS E
Over charged 27.77
Free services charged 16.66
Not used but charged 22.22
Adjustment promised not give 0
CUG issues 0

47
 Chiller bills 0
Not receiving bills 33.33

Over charged
PROBLEMS RELATED TO BILLING

Free service harged

Not used but charged

33% 28%
Adjustment promised not
given
CUG issues
0%
17% Chiller bills
0% 22%

0% Not receving bills

Interpretation
From the various respondent I found that 28% respondent shown billing as
main reason for stopping the services of TATA Indicom. They were give
reason that the billing which they received are over charged and it is about
28%.
33% respondent give reason that they are not receiving bill on time or
getting late and due that reason they were not able to pay the bill on
time.22% &17% respondent fill that they were getting bill which was may
be not used but charged and free services charged in there bill.

Q-5 what were the problems due to services related?

PROBLEMS PERCENTAGE
Credit limit issues 42.85
Wrongly Barred 0
Roaming services unavailable 0
Complaint not addressed 14.28
Phone never installed 0

48
 Not able to access internet 7.14
Handset servicing related 21.42
Frequent collection calls 14.28

14%
Credit limit issues
Wronly barred

44% Roaming service unavailable

21% Complaint not addresed

Phone never nstalled
Not able to access internet
7% Handset servicing reated
0%
14% Frequent collection calls
0%
0%

Interpretation
22% respondent give services as reason for stopping the services of
TATA Indicom.
Form the survey I found that around 44% respondent face problem due to
credit limit issue. Most customer having their own business and they are
not getting more credit on certain amount of bill the service stopped by
TATA indicom.
21% respondent were face problem related to handset servicing related.
In past 14% respondent faced problem due to complaint not addressed
and frequent collection calls from TATA Indicom
Q-6 what were the problems due to network related?

PROBLEMS PERCENTAGE
Call drops 0
Call connecting time 0
Walky restriction 0
voice quality 11.11
coverage problems 44.44
Slow browsing speed 11.11
No incoming from certain 33.33

49
 destination

PROBLEMS RELATED TO NETWORK

Call drops
0% 11%
Call connecting time

33%
Walky restriction

Voice quality

Coverage problems

45% Slow browsing speed

11%
No incoming from certain
destination

Interpretation
From the respondent 16% were problem due to network.
From the survey I found that 45% respondent shown coverage problem in
there area and for that reason they stop the service.
Around 33% respondent face problem of no incoming from certain
destination.

Q-7 what were the problem due to product related?

PROBLEMS PERCENTAGE
Post paid to prepaid migration 0
Wireless to mobile 15.38
Wireless to wire line 0
New tariff related 0
Change of number 0
Mobile to wireless 0
instrument related 84.61

50
 PROBLEMS RELATED TO PRODUCT
Postpaid to prepaid
migration
0% Wireless to mobile
15%
0% Wilreless to wireline

New teriff releted

Change of number

Mobile to wireless
85%
Instrument related

Interpretation
from survey I found that most customer were problem due to product and
that is 19%.
mostly customer having problem due to instrument and that is like battery
charging repeatedly in everyday, hang up instrument some time, poor
battery, software problem or not able to access internet in certain
instrument and it is about 85%.

Q-8 what were the problem due to competition related

PROBLEMS PERCENTAGE
Move to GSM 50
Move to BSNL 50
Move to Reliance 0
Better tariff plan 0
Better product offer 0
Services not offer by TATA Indicom 0

51
 COMPETITION RELATED
0%
PROBLEMS Move to GSM
0%

0% Move to BSNL

0% Move to Reliance

Better teriff plan

50% 50%

Better product offer

Service not offer by

TATA Indicom

Interpretation
only 3% respondent stop the services of TATA due to competition.
50% respondent give reason that they move to GSM.
And rest respondent give reason they get better offer in BSNL.

Q-9 What were the problems due to personal?

PROBLEMS PERCENTAGE
No use 0
Moving out of circle 0
Company owned hand set ,moving job 33.33
instrument lost/damaged 0
Transfer of ownership 0
Tax related problems 0
Too many TTL lines 0
Taken for Temporary 33.33
Closing of business 33.33

52
 No use
PROBLEMS RELATED TO PERSONAL
Moving out of circle
0%
Company owned hand
0% set,moving job

instrumet lost/damaged
33% 34%
Transfer of ownership

Tax reated problems

0% Too many TTl lines

Taken for temporary

33%
Closing of business

Interpretation
From the survey I found that 6% respondent having their personal problem
and due to that reason they stop the services.
33.33% respondent said that they are having company owned handset
and they left the job or move to another firm and they stop the services.
33.33 respondent said that they taken Telephone for temporary.
Q-10 what were the problem due to initial sales?
PROBLEMS PERCENTAGE
Gift promised as a dealer/Not given 25
Wrong scheme configured 25
Choice number not given 0
Choice instrument not given 25
Wrong sales commitment 25
Deposit waiver committed 0
Purchase another TATA Indicom 0

53
 INITIAL SALES RELATED PROBLEMS
0% Gift promised as a Dealer/
not given
0% Wrong Scheme configured

25% 25%
Choice number not given

Choice instrument not

given
Wrong sales commitment

25% 25% Deposit waiver commited

0%
Purchase another TATA
indicom

Interpretation
from the survey I also found that mostly customer stop the services due to
wrong sales commitment and initial sales related problems and it is about
4%.
Customer give the reason like gift promised as a dealer/ not given, wrong
sales commitment, wrong sales scheme configured, choice instrument not
given and that is 25%.

54
 SURVET TOPIC
CUSTOMER
RETENTION

Q-1 Which kind of product did you have?

Walky 23
Mobile 27

55
 PRODUCT DETAIL

WALKY
46% MOBILE
54%

Here from the above table I t is found that 54% respondent owning mobile
connection of TATA Tele I found that they get mobile connection at very
low price.
46% respondent having walky connection and here they are getting the
benefit of various scheme which are not available at mobile connection.

Q-2 How long time do you use TATA Tele product?

DURATION PERCENTAGE
More then 3 Month 14
More then 6 Month 26
More then 9 Month 32

56
 More then 1 Year 28

DURATION OF USING THE SERVICES

PERCENTAGE
40
32
30 26 28
PERCENTAGE 20 14
10
0
MORE MORE MORE MORE
THEN 3 THEN 6 THEN 9 THEN 1
MONTH MONTH MONTH YEAR
MONTH

From survey I found 28% customer uses the services more then 1 year
and they give some good respond toward TATA Tele.
32% respondent uses the services of TATA from more then 9 month and
satisfied with product which they have.
Respondent who uses the services more then 6 month is 26%.

Q-3 Rate your satisfaction with respect to billing.

FACTO
R PERCENTAGE
Excellent 24
Good 20

57
 Average 36
Poor 8
Worst 12

SATISFACTION WITH RESPECT TO BILLING

40% 36%
30%
PERCENTAGE
24%
20%
20%
12%
10% 8%

0%
Excellent Good Average Poor Worst

This question is based on the Likert Scale so at this question I give rank to
all option

Scale Excellen Good Average Poor Worst

t
Marks 5 4 3 2 1

From the above table it found that 36% respondent said that they are
satisfied with services of billing is Average.
24% respondent said that the service of billing is Excellent.
And only 20% respondent said that the billing services Is Good.

Q-4 What are the improvement you want in billing?

FACTOR PERCENTAGE
charged only used call 30.27
Not to charge on free service 23.25

58
 CUG issues 0
Improvement in billing courier
service 46.51

IMPROVEMENT IN BILLING
SERVICE

Charged only
usedcall

Not ot charge on
30% free services

47%
CUG issues

Improvement in
billing courier
services
0% 23%

From the Research I found that most customer suggest there is

requirement in improvement in billing courier services and that is 46%.
It also found that around 31% said company should charged only on used
call.
And from the survey I found customer around 23%said that not to
charged on free services.

Q-5 Rate your satisfaction with respect to service.

FACTOR PERCENTAGE
Excellent 22
Good 30

59
 Average 28
Poor 14
Worst 6

SATISFACTION WITH RESPECT TO SERVICES

30%
30% 28%
25% 22%
20%
15% 14%
PERCENTAGE
10%
6%
5%
0%
Excellent Good Average Poor Wrost

30% respondent said that the services of TATA Indicom is good and
satisfied with it.
And around 28% respondent satisfied with respect to services of TATA
Indicom it is Average.
22% respondent said that Services of TATA Indicom is Excellent

Q-6 What are the improvement you want in services?

FACTOR PERCENTAGE
Increase the credit limit 30
Improve the complaint system 18

60
 Give access of inter net facility 12
Collection calls 24
Provide batter hand set services 16
Provide roaming services 0

Increase the credit

IMPROVEMENT IN SERVICES limit
0%
16% Improve the
complaint system
30%
Give access of
internet facility
Collection calls

24%
Provide batter
handet service
Provode roaming
18% service
12%

on the basis of question it found that 30% respondent want there is

requirement to increase the credit limit in billing and from the respondent I
found that they are mostly doing there business.
From the respondent I also find that there is frequent collection for
payment of bill and that is 24%.
18% respondent said that there is requirement to improve in complaint
handling system.
During survey I found that customer mostly face problem regarding
handset services & it about 16%.

Q-7 Rate your satisfaction with respect to network.

FACTOR PERCENTAGE
Excellent 34
Good 28

61
 Average 36
Poor 8
Worst 0

SATISFACTION WITH RESPECT TO NETWORK

40% 36%
34%
30% 28%
20%
10% 8%
0%
0%
Excellent Good Average Poor Wrost

PERCENTAGE

From the above table it is found that 34% respondent said that network of
TATA Indicom is Excellent.
And 36% respondent said that the network is Average.

Q-8 What are the Improvement you want in network?

FACTOR PERCENTAGE
Voice quality 20.68
Calls drops 0

62
 Call connection time 0
Solve the coverage problem 44.82
Increase the browsing speed 34.48

IMPROVEMENT IN NETWORK voice quality

21% call drops 45% respondent

said that to solve
34% the coverage
0% call connection problem it found
time that they are getting
solve the coverage in city but
coverage problem if customer going to
out side they are
increase the not getting good
45% browsing speed network.
From the survey I
found that 34% respondent said to increase the browsing speed.
Around 21% respondent said there is requirement In voice quality.

Q-9 Rate your satisfaction with respect to product.

FACTOR PERCENTAGE
Excellent 16
Good 22
Average 20
Poor 18
Worst 24

63
 SATISFACTION WITH RESPECT TO
PRODUCT
It is from the
above table it
found that 24%
24% 16% respondent
Excellent
said that the
Good
product which
22% Average they get from
18% Poor TATA is not
20% good. And
Wrost
18%
respondent
said that the
product Poor in quality.
And only 22% respondent replied that the product which they own are
Good.

Q-10 what are the improvement you want in product.

FACTOR PERCENTAGE
Long life battery 48.93
More Games 0
Easy Feature 0
Software solution 17.02
Speaker phone 0
Facility instrument 10.63
Double voice 23.40

64
 IMPROVEMENT IN PRODUCT
long life battery

More Games
23% Easy feature

Software solution
49%
11% Speaker phone

Facility instrument
0%
0% Double voice
17%
0%

during survey I found that most customer suggest to improve in product

battery because they are required to charge daily it is 49%.
I also found that 23% respondent facing problem double voice.
Respondent who own mobile they are mostly having the problem of
software and it 17%.

Q-11 What are the service are you received from TATA Tele.

FACTOR PERCENTAGE
Information of new scheme 38.35
Billing information through SMS 21.51
Counseling Advisory 08.21
24*7 customer care 30.13

65
 SERVICE RECEIVED FROM TATA INDICOM

Information of new
31% scheme
39% Billing information
through SMS

Counseling advisory
8%
24*7Customer care
22%

It is from the above table if found that most customer are getting the
services of information of new scheme and it is39%.
31% respondent said that they are getting the customer care facility.
From the survey I found that 22% respondent getting billing information
through SMS.

Q-12 Have you registered any complain before & receive complain
Number?

YES 29
NO 21

66
 COMPLAIN REGISTERD BY CUSTOMER

42%
YES
NO
58%

Only 58% respondent had registered complaint before and 42% said that
they never registered and complain before.

Q-13 Rate your satisfaction with respect to solution.

FACTOR PERCENTAGE
Excellent 41.37
Good 27.58
Average 17.24
Poor 13.79
Worst 0

67
 SATISFACTION WITH RESPECT TO SOLUTION

14% 0%

17% 41% Excellent

Good

Average

Poor
28%
Wrost

person who had registered complain before they give answered to this
question and it found that 39% respondent getting Excellent solution on
the basis of their complain.
27% respondent the solution which they get is Good.

LIMITATION OF THE STUDY

Every survey conducted may have certain short coming and unfortunately
mine also may be a similar case. A few errors have crept in spit of best

68
effort avoided them but this is expected that still out and finding are very
much relevant.

 The survey or Research is only limited to vadodara.

 Researcher found a lack of time for completing a survey.
 Some time respondent were not co-oprating.
 Here the sample size is not very big so bias in the result can occur
if the size is increased

FINDINGS

69
 28% Respondent give the reason the billing services are not good
they are facing problem at the time of using the services due that
reason they stop the using the services of TATA Indicom.
 Due to problem of services 22% respondent prefer to go to another
telecom services provider.
 It from the survey I found that 18 % respondent having problem
with product they complain they are getting poor quality product.
 33% respondent give reason that they are not receiving bill on time
or getting late and due that reason they were not able to pay the
bill on time.
 Around 44% respondent face problem due to credit limit issue.
Most customer having their own business and they are not getting
more credit on certain amount of bill the service stopped by TATA
indicom.
 45% respondent shown coverage problem in there area and for that
reason they stop the service.
 mostly customer having problem due to instrument and that is like
battery charging repeatedly in everyday, hang up instrument some
time, poor battery, software problem or not able to access internet
in certain instrument and it is about 85%.
 36% respondent said that they are satisfied with services of billing
is Average.
 Most customer suggest there is requirement in improvement in
billing courier services and that is 46%.
 30% respondent said that the services of TATA Indicom is good
and satisfied with it
 30% respondent want there is requirement to increase the credit
limit in billing and from the respondent I found that they are mostly
doing there business.
 And 36% respondent said that the network is Average.

70
 45% respondent said that to solve the coverage problem it found
that they are getting coverage in city but if customer going to out
side they are not getting good network.
 24% respondent said that the product which they get from TATA is
not good.
 During survey I found that most customer suggest to improve in
product battery because they are required to charge daily it is 49%.
 It is from the above table if found that most customer are getting the
services of information of new scheme and it is39%.

71