BSNL has hived off its remote-located customer service operated from Bangalore and set up a separate call centre in Chennai for its mobile users in the Tamil Nadu and Chennai telecom circles.
The 100-seater, round-the-clock facility, which was opened by Chennai Telephones Chief General Manager A. Subramanian on Friday at Senneerkuppam, is expected to obviate many of the problems commonly associated with outsourced customer care mechanisms.
With the commissioning of the call centre, calls to 1503 will be routed to this facility where a set of BSNL officials will directly supervise services. The call centre will be catering to a fairly sizeable mobile user base of about 14 lakh in Chennai and another 64 lakh subscribers in Tamil Nadu circle.
By providing bi-lingual (English and Tamil) assistance, the centre seeks to redress the communication tangles that was a common complaint about BSNL's customer support services operated from Bangalore.
The call centre has been designed to segregate callers through stages into language preference, pre-paid or post-paid, 3G users and category of complaints and Mobile Number Portability issues.
Calls to the uniform national BSNL helpline 1800-180-1503 will also be automatically routed here while users can dial 9400024366 for channel partners.