Thursday, April 30, 2009

BIG TV Express Service to address customer queries within two hours

BANGALORE, KARNATAKA: BIG TV, the DTH arm of Reliance ADA Group, is launching Premium Express Service across India. This is an unique after-sales service initiative from BIG TV with the primary objective to cut down market response time.

BIG TV’s Premium Express Service is launched with a promise of addressing customer queries and resolve customer problems within two hours. The company has launched this service in select cities and town, but plans to roll it out across India soon.

As part of this service roll-out, BIG TV is establishing a massive customer servicing operations infrastructure across India. BIG TV’s customer service infrastructure will span across 500 towns covering Metros as well as Tier II and Tier III locations. This is one of the largest roll-out of DTH customer service operations in India.

Strategically, this is part of BIG TV’s thrust to enhance its customer service capabilities as well as retain subscribers in a market that’s indicating high subscriber restlessness to after-sales service of DTH operators.

BIG TV has established a team of over 15,000 technical experts and installation professionals as part of its after sales service infrastructure. The key objective of BIG TV’s Premium Express Service is to offer “on the spot” solutions to subscribers’ requirements in line with the “Reliance BIG TV Cares for You” customer service motto.

Commenting on the development, Sanjay Behl, BIG TV said: “Reliance BIG TV’s customer centric approach goes beyond just customer satisfaction as we believe in delighting our customers. With a focus on IPL and elections leading to an increased TV viewership till midnight by our customers, we have put in place a dedicated customer service team and robust process framework. We plan to expedite service request resolution turnaround timelines of all Reliance BIG TV customers. Further, we will also expedite our installation turnaround timelines at a marginal premium of Rs.250/- only. We guarantee addressing all customer complaints within two hours of its registration with us.”

As part of this customer service motto and to ensure uninterrupted service during IPL matches, BIG TV, India’s fastest growing DTH service, is extending its customer service timings until midnight during the IPL season. The BIG TV service timing is in line with the IPL Live Match timings to ensure that its subscribers can enjoy uninterrupted service during the IPL matches.

BIG TV has created service hubs at each Circle. Each of these hubs comprise of a dedicated customer service team to focus on regional customer queries, experiences and requirements. BIG TV has decentralized its customer relationship management resources to improve and enhance market response time.”

BIG TV’s Customer Service team is involved in every phase of product development. The Customer Service team’s inputs are now an integral part of the product development and management process including Conceptualization, Introduction, Sustenance & Growth of the Product life Cycle.

The company has tied-up with NIS Sparta to provide regular training of its customer service executives. The company also conducts regular customer service audits to monitor quality standards and customer satisfaction levels.

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