Thiruvananthapuram, April 25:
BSNL Kerala is a
net gainer of up to 6.05 lakh connections in 2013-14 at the end of a
churn induced by the mobile number portability regime.
Some
of the churn is also being attributed to the Kerala Circle’s own drive
to ‘dial up and call back’ erstwhile customers who had ported out due to
various reasons, including quality issues.
Reaching out
“We
reached out to them, owned up mistakes and promised better services,”
MSS Rao, Chief General Manager of BSNL, Kerala Circle, told newspersons
here.
The results have been encouraging, reflected
in part in the net gains in connections. “Two lakh customers left us in
2013-14 but eight lakh ported in during the same period,” Rao said.
While
the large footprint and the sheer variety of services offered is a
matter of pride, it poses a huge logistical challenge, he pointed out.
For
instance, BSNL Kerala commands a market share of 96.11 per cent in
landline connections; 26.29 per cent in wireless (second position); and
32.32 per cent, with a penetration of 23.79 per cent, in broadband.
Quality challenge
But
services offered include fibre-to-the-home; Wi Max; value-added
services over landline and mobile network; intelligent network services;
leased line and virtual private networks, among others.
“The
challenge is in ensuring high quality in new-age services delivered to
every customer by a legacy workforce,” Rao explained.
BSNL
Kerala proposes to square up by training workforce on a war-footing.
“We will be aggressive with our strategy to improve voice services and
shall strive to offer data at higher speeds during this year.”
Giving
details of the financial performance, Rao said BSNL Kerala posted a
profit of ₹287 crore in 2012-13. He expects the company to clock in a
higher profit of around ₹400 crore in 2013-14.
The
Circle has unveiled a number of initiatives to take service to the door
step of customers. Direct selling agents/retailers will be made
available every 50 to 100 metres.