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.

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