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Yet to get its act together

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The public sector has woken up to meet the competition and challenges posed by the private sector. In sectors such as telecommunication, public sector companies were able to do better then private companies, particularly in the highly competitive cellular services sector.

Bharat Sanchar Nigam Ltd. (BSNL) was able to take advantage of several innovative schemes and its extensive network throughout the country. However, the service of its round the clock helpline and that provided in its customer care centres have not improved with time.

Personnel manning the counters are unable to give proper replies to the queries of the people. Lack of a help desk also poses a problem for those who walk into these centres. At the BSNL customer care centre on Uppalam Road, near Statue, it is the security personnel who reply to the people’s queries.

Recently, they were seen giving slips and instructions to those who arrived to collect the SIM of the ‘Jodi’ scheme and for other services. Incidentally, the counters of the customer care centre are located next to the room of the BSNL public relations officer.

S. Anil Radhakrishnan

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