Public sector telecom firms are gearing up to focus on customer care to match their private sector rivals with the Mahanagar Telecom Nigam Ltd inviting tenders for running helpdesk for its internet and broadband services in Delhi and Mumbai.
MTNL has invited bids for running of the customer care Help-Desk/ Call Center of MTNL Internet, DSL-broadband services, ADSL, VMS, Bol-Anmol, payment portal, VPN, UAN service, VCC & ACC service for its Delhi operations, officials said adding for Mumbai, it is for Internet, ADSL-Broadband (Triband) Services.
There will be about 95 positions to be manned in different shifts in the call centres in and around Delhi round the clock with 65 positions to be manned in the morning and evening shift each, and 30 positions to be manned in the night shift at various locations in Delhi.
As many as 68 positions for call engineers / technicians with sufficient knowledge of computer hardware and software along with knowledge of Internet, e-commerce will also be available.
For Mumbai, officials said there would be 18 positions to be manned in Mumbai / Navi Mumbai for a period of six months. There shall be total 8 positions to be manned in the morning/evening/night shift (on an 8-hour basis) at one or two locations in Mumbai for a period of six months.
MTNL's move comes after the other state owned telecom firm Bharat Sanchar Nigam Ltd called for bids from companies to set up call centres in the country to focus on customer care for its various services. Its first call centre has already come up in Gurgaon.