TABLE OF

CONTENTS
1.

Acknowledgement

2.

INTRODUCTION

3.

BSNL SERVICE

4. Customer Relationship
Management

MARKETING STRATERGY
Marketing Objective
Marketing Process
Social Responsibility

5.

CONSUMER SERVICE

Complaints Handling
Complaints: A Critical Form
of Communication

 Why is Complaints Handling

Important?
Complaints Management
System: Management's Role
Customer Retention
Strategy: Costs and Savings

Complaint Handling Staf

Publicizing the Customer

Complaint Management System
Third-party Dispute
Resolution
Basic Steps for Efective
Complaint Management
Complaint Management
System Conclusions
Complaint Management
System Checklist
6.

PUBLIC SURVEY REPORTS

7.

CONCLUSION

8.

BIBLIOGRAPHY

Acknowledge
ment
Success of every project depends largely on the SELF &
encouragement and guidance of many others. I take this
opportunity to express my gratitude to the people who have been
instrumental in the successful completion of this study project.

First of fall I would like to thank the Management at BSNL for

giving me the opportunity to do my two-month project training
in their esteemed organization.
Internal Guide) for providing me with valuable advice and
endless supply of new ideas and support for this project.

I would like to thank Mrs. Ruby Mam for providing practical

exposure for the project and his valuable guidance during the
project work.

INTRODUCTION
Bharat Sanchar Nigam Limited (known as BSNL, India Communications
Corporation Limited) is a public sector telecommunication company in India.
Bharat Sanchar Nigam Ltd. formed in October, 2000, is World's 7th
largest Telecommunications Company providing comprehensive range of
telecom services in India: Wireline, CDMA mobile, GSM Mobile,
Internet, Broadband, Carrier service, MPLS-VPN, VSAT, VoIP services,
IN Services etc. Within a span of five years it has become one of the
largest public sector unit in India.
BSNL has installed Quality Telecom Network in the country and now
focusing on improving it, expanding the network, introducing new
telecom services with ICT applications in villages and wining customer's
confidence. Today, it has about 47.3 million line basic telephone capacity,
4 million WLL capacity, 20.1 Million GSM Capacity, more than 37382
fixed exchanges, 18000 BTS, 287 Satellite Stations, 480196 Rkm of OFC
Cable, 63730 Rkm of Microwave Network connecting 602 Districts, 7330
cities/towns and 5.5 Lakhs villages. It is India's largest telecommunication
company with 24% market share as on March 31, 2008. Its headquarters are at
Bharat Sanchar Bhawan, Harish Chandra Mathur Lane, Janpath, New Delhi. It
has the status of Mini Ratna, a status assigned to reputed public sector
companies in India.

BSNL is India's oldest and largest Communication Service Provider (CSP).

Currently has a customer base of 73 million as of June 2008. It has footprints
throughout India except for the metropolitan cities of Mumbai and New Delhi
which are managed by MTNL.
To look for details and to collect data for my project I worked in B.S.N.L
Office to gather full information about the system and working of whole
region and found out the facts about various processes adopted by reliance to
pay its advisors and the time period taken for this study are 2 months

THE BSNL SERVICES

BSNL LANDLINE

PHONE PLUS SERVICE

NEW TELEPHONE CONNECTION

PERMANENT CONNECTION

CONCESSION IN RENTALS

SHIFT OF TELEPHONE

TRANSFER OF TELEPHONE

TELEPHONE TARIFF

BSNL MOBILE

POSTPAID

PREPAID

GPRS/WAP/MMS

TARIFF

SMS & BULK SMS

BSNL WLL

INTERNET SERVICES

NETWORK

BROADBAND

TYPES OF ACCESS

WI-FI

BSNL WEB HOSTING

DIAL UP INTERNET

BSNL BROADBAND

REGISTER ONLINE

TARIFF

CHECK USAGE

CUSTOMER
RELATIONS
HIP

MANAGEME
NT

Marketing strategies
of BSNL
Marketing vision of the BSNL has to be based on overall
mission and vision of the organization. The mission of BSNL is
i.

To provide world class State-of-art technology telecom services on

demand at affordable price.

ii.

To provide world class telecom infrastructure to develop country's

economy.

And the vision of BSNL is

i.
To become the largest telecom Service Provider in
Southeast Asia.
In dynamic environment anything permanent is CHANGE.
So we must revise and review so that focus is never lost.

Marketing Objective
The ultimate objective of any marketing activity is to satisfy
the customers and today even a step ahead i.e. delighting
the customers, for which customers are offered something
beyond their expectations from the service or the product.
The objective being to acquire and retain the customers, who
should continually feel that they are getting more value of the
money, they are departing with.
Marketing is the establishment, development, maintenance
and optimization of long-term mutually valuable relationships
between consumers and organisation. Successful Marketing
focuses on understanding the needs and desires of the
customers and is achieved by placing these needs at the
heart of business by integrating them with the organisation
strategy, people, technology and business processes. At its
most basic, Marketing involves customers, organisations and
relationships and the combination creates the need for the
management.
Marketing is about creating a competitive advantage by
being the best at understanding, communicating, and
delivering and developing existing customer relationships in
addition to creating and keeping new customers. The concept
of the product life cycle is giving way to customer life cycle,
focusing on developing products that anticipate the future
needs of existing customers and creating services that extend

the existing customer relationship beyond the mere

transaction. The customer life cycle will focus on lengthening
the life span of the customer with the organisation rather than
the endurance of a particular product. Customers have
changing needs as their life styles alter- the development and
provision of products and/or services that continuously seek
to satisfy those needs is good Marketing. The Marketing will
focus greater attention on how to deliver customer
satisfaction and organisation will begin to structure itself
around customer segments and not product lines. A good
Marketing Strategy will take the business vision and apply it to
the customer base.
Marketing is the process of planning and executing the
conception, pricing, promotion, and distribution of ideas,
goods, and services to create exchanges that satisfy
individual and organizational objectives.

Once marketing is understood, we can define marketing

management process as analyzing marketing opportunities,
researching and selecting target markets, designing
marketing strategies, planning marketing programs, and
organizing, implementing, and controlling the marketing
efforts.
In simple words it implies a buyer, a seller, bonded by the
mutual need, satisfying offer and a medium/process to
exchange the offer.

Marketing Process

We often talk of marketing & Sales and often use it

interchangeably without understanding the difference in it.
Marketing is everything we do to get and leverage a client
relationship. Marketing process is broad and includes all
of the following: -

Discovering what
customers want.

Producing a product
features and quality.

product,
with

service
the

or

idea

appropriate

Pricing the product correctly.

Promoting the product; spreading the word

about why customers should buy it.

Selling and delivering the product into the hands

of the customer.

Social Responsibility
We were the most trusted telecom brand in year
2003 & 2004. We have been given Golden Peacock
award for Best Corporate Social responsibility. How can
we leverage these distinctions? These achievements need
to be highlighted through public relation exercise like press
meet. This will help us in building our marketing image. In
sales and distribution front though we have over one-lakh
retailers, 1000 franchisees, 3300 CSCs, 36000 exchanges why
are we not visible like others? Why cant we utilize all possible
space? Cant we leverage our franchisee and STD-PCO

strengths? Can we make these outlets as our core strength?

Why our recharge coupons, India Telephone Cards are in
shortage when there is no capacity constraint? Does it imply
that our planning for printing, inventory management,
logistics, and supply chain and of course franchisee
management is inefficient? Do we have targets for these just
like DELs & CellOne? Why cant we leverage this huge
network for better customer care and improve collection
efficiency? We must realize that with waiver of security
deposits, no OYT schemes, no advance rentals, adjustment of
landline security for CellOne, we dont get fixed deposits to
meet our funds requirements. Everything has to be met from
Operating revenues. We need to improve collections, realize
bills early, not on the last day of payment and reduce bad
debts. We need to provide 24X7 culture in our
organization, though we have been providing operation and
maintenance on 24X7 basis in the past and we will continue to
provide in future too, but what about provisioning customer
care and marketing on 24X7 basis?

CUSTOMER
SERVICE

understand
your
organization's
managers
enter
requisitions,
leads
their
specific
BlackBerry
gives
managers
the
look
atexplained
thetotheir
own
needs,
technology,
it's
about
continuous
Talent Acquisition

needs
from
a workforce
and
view
their
pipelines,
requirements,
they
gained
awithout
sense
freedom
tocandidate
work
remotely,
improvement.
look
into
their
own
pipeline,
and
business
perspective
andneed
thenaccess
be
and
get to
the
reports
they
of
ownership
infor
thecomputer
solution,
and
having
wait
take
action
without
requiring
agile
enough
to focus your
instantly.
they
saw
to
move
the recruiting
process
recruiting strategy to meet those
along.
administrative
involvement.
it
in a different
light.
needs
is essential

Several Steps have been taken at BSNL to augment the

quality of customer care to international standards
Access round the clock help at following toll free
numbers
Dataone Broadband '1600-424-1600'
PSTN Call Center '1500' (in select states)

Sancharnet Help Desk '1957'

CellOne all India Help '9400024365'

All BSNL Customer Service Centers (CSCs) now
remain open on all seven days from 8.00 AM to
8.00 PM without any break for all activities.
Cheque deposit machines have also been
installed in many cities, so that customers can
make payments 24X7 at their convenience.
Customers can also make payments by
cheque/Demand Draft to BSNL franchisees all
over the country.
With a view to simplify and offer customer
friendly services, more than one Bfone
connections can be applied on a single
application form. Accordingly, a single demand
note would be issued to the customer in respect
of all the connections applied for.
Shifting charges for local as well as all India
shifting of fixed telephone (bfone) has been
abolished.
Pagers being given to outdoor staff in a phased
manner for speedy rectification of faults.
Majority of the local network is built up on jelly
filled and OFC for trouble free service.

Internal Distribution Points (DPs) being provided

in the customer premises to eliminate the faults
arising out of overhead wires.
Extensive use of digital loop carrier
(DLC)/Wireless in Local Loop (WLL) system for
improving reliability of external plant.
Remote Line Units (RLUs). Remote subscriber
Units (RSUs) being provided extensively to
reduce the long lengths of copper cables.
Establishing call centers across the nation to
provide single window solutions and
convenience to customers.
Countrywide Network Management &
Surveillance System (NMSS) to ensure
uninterrupted and efficient flow of telecom
traffic.
Application Forms for new connections have
been made free of charge for all services.
Procedure for restoration of telephones
disconnected due to non-payment simplified
and powers delegated to Secondary Switching
Area (SSA) heads.
Payment of telephone bills being received on
Saturday and Sunday through cheques in City
Telecom Offices (CTOs).
More than one Public Call Office (PCO)
permitted at the same premises.
Various application forms and procedures being
simplified for new telephone connections,
shifting and third party transfer.

COMPLAINT
S
HANDLING

1. Complaints: A Critical Form of

Communication
Complaints is a goldmine of information Complaints
ofer businesses an opportunity to correct immediate
problems. In addition, they frequently provide
constructive ideas for improving products, adapting
marketing practices, upgrading services, or modifying
promotional material and product information. While
occasional problems with service of merchandise are,
to some extent, inevitable, dissatisfied customers are
not. Companies can learn to recover from mistakes. A
good recovery can turn angry, frustrated customers
into loyal ones. Recognizing the importance of
responding fairly and efficiently to buyer
disappointment in the marketplace, many businesses
have established efective and innovative systems for
resolving consumer complaints. Within any industry,
those companies with a positive philosophy and a
reputation for fair complaint-management have a
competitive edge. A management philosophy that
embraces customer satisfaction as a primary goal of
business, instead of defending the company in the face
of complaints, can change the rules of the game for
companies. It shifts the emphasis from the cost of
pleasing a customer to the value of doing so, and

trusts front-line employees to use their judgment.

British Airways' customer-relations department can
claim to be a true champion of the customer. The
retention rate among those who complain to customer
relations has more than doubled, while its return on
investment (the value of business saved plus increased
loyalty and new business from referrals relative to the
department's total costs) has risen 200%. British
Airways employees are never happy to have service
failures but are eager to hear about them when they
occur because they know that ignorance is anything
but bliss.

2. Why is Complaints Handling

Important?
Generate Loyalty, Goodwill and Word-of-Mouth by
talking back when they believe they have not received
their money's worth, consumers give businesses an
opportunity to correct the immediate problem and
restore goodwill. Experience shows that consumers
who complain about products and services continue to
frequent the businesses and buy the products they
complain about if they believe the complaint was
resolved fairly. Research into complaint behavior
reveals that only a fraction of dissatisfied consumers
complains to business and, thereby, gives the company
an opportunity to correct the problem. There is

evidence that some consumers do not complain

because they are skeptical about business's
willingness or ability to resolve disputes fairly.
Consumers simply withdraw their patronage and
criticize the company or the product to others. Such
findings underscore the importance to business of a
complaint management system that is well-publicized
and easily accessible. An unregistered complaint may
do as much harm as one that is mismanaged or not
resolved. Careful complaint management can save
business unwanted costs. For example, negative wordof-mouth publicity from dissatisfied consumers means
lost revenue and necessitates additional investment in
advertising to attract replacement customers.
Complaints and complaint trends tell business how to
do its job better by alerting management to problems
that need prompt attention and correction.
Furthermore, they indicate long-range opportunities
for product innovation and problem prevention. A wellplanned system for screening and recording complaint
data can provide business owners and
managers answers to such important questions as the
following:
? Are products "oversold" or "over advertised?"
? Is advertising clearly understood?
? Are salespeople overzealous?
? Do product disclosures (such as labeling, warranty
information and service agreements) need to be
improved?

? Are user's manuals clear, complete and easy-to-read?

? Would changing warranty coverage reduce
complaints?
? Complaints also provide information about product
quality:
Are there opportunities for product improvements or
better quality control?
Are there indications of safety defects that should be
reported and corrected, or that justify a recall?
To get this valuable feedback, complaint-reporting
must generate information swiftly and systematically
to the appropriate managers or departments. Initial
screening should trigger immediate action, when
necessary, and statistical summaries should identify
trends and long- range courses of action.

3. Complaints Management System:

Management's Role
Demonstrate a commitment to complaints
management attitudes are reflected in the conduct of
employees and the performance of the company. Toplevel commitment to efective complaint management
establishes the motive and incentives for all personnel
to strive for consumer satisfaction. Management's
responsibility begins with the preparation of written
policies and procedures for speedy and fair complaint
resolution. These policies and procedures should be

put in writing and communicated to all appropriate

departments, emphasizing the accountability of
individual employees to resolve complaints courteously
and fairly. Employees whose primary responsibility is
sales or service, for example, may have difficulty
resolving complaints objectively if they feel their
performance rating could be adversely afected. If
management establishes clear lines of authority,
consumer problems should be solved quickly and
efectively. Management should regularly review and,
when necessary, find ways to improve complaintmanagement procedures, paying particular attention
to refining communication and coordination between
the complaint-management and operating
departments. Periodic surveys of consumers will reveal
whether they feel they have been well served by the
complaint-processing procedures, and whether they
find the company's policies on refunds, repairs,
exchanges and other forms of redress to be fair.

Customer Retention Strategy:

Costs and Savings
4.

Complaint Management Return on Investment Even

though a good customer retention strategy incurs cost,
so does a badly performed service. No business can
aford to lose customers, if only because it costs much
more to replace a customer than it does to retain one
-- five times more, most industry experts agree. A
customer recovery service allows a business to shift its

cost from constantly courting new customers to cutting

customer defection. Also keep in mind that dissatisfied
customers almost always get stuck with certain costs:
the money they spend for phone calls, the time they
spend making their cases, and the aggravation they
must endure throughout. The customer left stranded
on the highway because her car was not repaired
properly might miss an important meeting, have to pay
for a tow truck, and spend time waiting for the repair
to be made. Many service companies conveniently
overlook these hidden costs, but the customer surely
will not. Companies known for excellent service will go
the extra mile to cover all the costs a failure incurs or,
if the inconvenience is so great that the company
cannot completely compensate the customer, respond
in a tone that signals the company's regret.

5.

Complaint Handling Staf

What Makes a Great Complaint Manager?

Complaint managers need to be patient, articulate,
and able to balance fairly the interests of the company
with those of the consumer. They also should be able
to communicate legitimate consumer complaints to
management to help determine whether there is a
need for changes in company policies or procedures.
All members of a complaint-management department
should be familiar with the operations of the company
and with its products and services. Prior experience in
other departments

may be an asset. Training can strengthen interviewing

and communications skills and heighten the staf's
awareness of the special needs of consumers from
diferent cultural, economic or educational
backgrounds. Also, complaint-management staf
should be familiar with consumer protection laws and
with the operations of third-party dispute-resolution
mechanisms to which particularly difficult complaints
may need to be referred. Finally, customer-relations
personnel should have professional status, adequate
salaries and opportunities for advancement consistent
with the importance management assigns to the
function.

Publicizing the Customer

Complaint Management System
Visible and Accessible Complaint
Management System
6.

A complaint management system must be visible and

accessible in order to serve consumers and accomplish
company goals. Management, sales, service and public
relations personnel should all cooperate to make the
complaint system accessible to consumers. How to
publicize the complaint management system: on
posters and signs in the sales and service area? On
contract forms and sales slips? In charge account
mailings? In the use and care manual? In advertising -your company's complaint system could be the theme
of an advertising campaign?
On product packaging and labeling Instructing
consumers of their responsibilities can help avoid
misunderstandings and unnecessary complaints.
Include advice in the material that advertises your
complaint system and have sales and service
personnel encourage consumers to do the following:
Carefully read promotional material and product
literature before buying.
? Follow instructions in the use and care manual.
? Understand the terms of sale (warranties and
guarantees, contracts, credit terms, refund policies,
and so on).

Third-party Dispute Resolution

Conciliation, Mediation and
Arbitration
7.

If complaints cannot be resolved directly between the

consumer and retailer or manufacturer, they should be
referred to third-party dispute resolution. Third-party
mechanisms use the services of unbiased individuals
or panels to resolve disputes through conciliation,
mediation and arbitration.
Conciliation:
A neutral conciliator brings the parties together and
encourages them to find a mutually acceptable
resolution to the dispute.
Mediation:
A neutral mediator becomes actively involved in
negotiations between the parties. The mediator can
propose a resolution, but cannot dictate a settlement
of the dispute.
Arbitration:
An independent individual or panel hears the facts on
both sides of a dispute and reaches a decision. Usually
both parties have previously agreed to abide by the
decision, but in some systems, only the business
agrees in advance to abide by the outcome of the
arbitration. Third-party dispute resolution is
advantageous to business because it enables

expeditious, economical and fair complaint resolution

without government regulation or legal action. In fact,
government agencies encourage the use of third-party
mechanisms when complaints cannot be resolved
directly between buyer and seller. Proponents of thirdparty systems point out that their use can help make
manufacturers and retailers more responsive to
consumer problems. By submitting disputes to a
neutral decision-maker, a business can demonstrate
goodwill through its willingness to seek unbiased
solutions to consumer complaints. A small percentage
of consumers and businesses seek more formal thirdparty complaint resolution in small claims courts. Use
of the courts can be cumbersome and costly for both
sides and can usually be avoided if a good faith efort
is made to resolve disputes at the company level or
through informal dispute resolution.

Basic Steps for Efective Complaint

Management
8.

i.

Designate a Location to Receive Complaints

Consumers need to know where and how to file
complaints or make inquiries. Select a place to
receive complaints that is visible and accessible
to consumers? Publicize the complaint system to
encourage consumers to voice their
dissatisfaction and to make the good intentions of
the company apparent.

ii.

Develop a System for Record-keeping Prepare

forms for recording, categorizing and filing
complaint records. Design the system to perform
functions such as the following:

? Communicating complaint data to top management?

Permitting swift identification and response when
complaints need to be reported to other departments
or companies in the distribution network, or to law
enforcement or regulatory agencies; providing market
research through complaint trends; and
? Enabling management to monitor the efficiency and
efectiveness of the complaint- management system.

iii.

Process and Record Complaints? Log in the

complaint and any relevant data.

? Categorize it for resolution and record-keeping.

Categories must be clearly defined and exclusive of
one another.
? Assign the complaint to one person for handling.
? Forward the complaint to another level of authority,
if appropriate.

iv.

Acknowledge Complaint Consumers do not

register complaints with only a casual interest in
their disposition. Complaining involves some

inconvenience and, possibly, expense. Loyal

customers with strong feelings are often involved.
? Personalize the response.
? Talk to the customer, if possible, by phone or in
person.
? Use letters when necessary, but avoid impersonal
form letters.
? Take extra time, if needed, to help consumers with
special needs, such as language barriers.

v.

Investigate and Analyze the Complaint

? Be fair.
? Get both sides of the story.
? Keep records in the complaint file of all meetings,
conversations or findings.

vi.

Resolve the Problem in a Manner Consistent with

Company Policy

? Forward the complaint to the appropriate level of

authority for resolution.
? Keep the consumer informed through progress
reports.
? Notify the consumer promptly of a proposed
settlement.

vii.

Follow-Up? Find out if the consumer is satisfied

with the resolution. Was it carried out?

? Refer the complaint to a third-party disputeresolution mechanism, if necessary.

? Cooperate with the third-party.

viii.

Prepare and File a Report on the Disposition of

the Complaint, and Periodically Analyze and
Summarize Complaints

? Circulate complaint statistics and action proposals to

appropriate departments.
? Develop an action plan for complaint prevention.
? Make sure the consumer viewpoint is given
appropriate consideration in company decision making.

Complaint Management System

Conclusions
9.

Complaint management systems and company policies

on refunds, exchanges and product service vary widely
depending on the nature of the product or service, the
terms of purchase, consumer use patterns, and so on.
There is no single formula that will provide universal
relief for dis-satisfied consumers. The commitment and
continuing involvement of company management is
critical to successful complaint resolution and to the
optimum use of complaints as a management tool.
Managers will help discover new ways to improve both

the complaint-management system and the fairness of

remedies ofered to consumers.

Complaint Management System

Checklist
10.

Evaluate your complaint management system In

planning a system for complaint management or
evaluating the one you have in place, consider the
following questions:
? Does your company depend on repeat customers?
? Do you have written procedures for your complaintmanagement system?
? Is staf throughout the company well aware of the
procedures and the importance of your complaintmanagement system?
? Does top management directly oversee your
complaint-handling procedures?
? Do incentives exist to reinforce staf commitment to
consumer satisfaction?
? Is your complaint system easily accessible to
consumers?
? Do you publicize your complaint system to
consumers? If yes, how? Printed media (posters,
advertising, monthly statements)

? Communications by sales personnel?

? Is your complaint system organized so that:
o front-line employees have clear responsibilities for
resolving complaints in one department or location?
O larger or more serious complaints are referred to
designated senior managers?
? Are you providing adequate training for your
complaint-management staf?
? Does the customer-relations staf feel they have
equal stature with other
professionals in the company?
? Do you periodically survey your customers to see if
they are satisfied with your complaint-management
system? Do you encourage feedback?
? Do you regularly review your complaint-management
system and make necessary improvements?
? Do you utilize your system of complaint management
for more than settling
individual complaints? For
example, do you use it for quality control and problem
prevention?
? Does your complaint system swiftly generate
systematic information about causes of complaints and
complaint trends?
? Does this data meet your management needs?

? Do you circulate to top management periodic reports

of data from complaint records with suggestions for
action to prevent recurring problems?
? Can you identify areas in the company in which your
complaint-management system is having an efect?
Has it been positive or negative?
? Do you coordinate your complaint-management
system with others in the distribution chain for your
products or services? Do you have a direct line of
communication with them?
? Do you have an adequate understanding of how
these external organizations are afecting your
relationship with consumers?
? Do you work cooperatively with local and
governmental consumer agencies?
? Do you use third-party dispute-resolution
mechanisms for those problems not resolved in-house
(i.e. mediation or arbitration)?

SURVEY
REPORTS

# QUESTION: ARE YOU USING CELL

PHONES OR LAND LINE SERVICES?
ANSWER:
32% (YES)
60% (NO)
8% (DONT KNOW WHAT DOES THAT
MEAN)
# QUESTION: WHICH CONNECTION
DO YOU USE FOR BETTER SERVICE?
ANSWER:
95% (BSNL)
2% (RELIANCE)
2% (VODAFON E)
1% (AIRTEL)

# QUESTION : ARE YOU USING CELL

PHONES OR LAND LINES?
ANSWER :
98% (YES)
2% (NO)
# QUESTION: WHICH CONNECTION
DO YOU USE FOR BETTER SERVICE?
ANSWER:
70% (BSNL)
18% (RELIANCE)
7% (AIRTEL)
5% (OTHERS)

#QUESTION: DO YOU HAVE

INTERNET CONNECTION AT HOME?

ANSWER:
79% (YES)
21% (NO)
# QUESTION: WHICH NET
CONNECTION DO YOU HAVE?
ANSWER:
85% (BSNL BROADBAND)
8% (AIRTEL)
7% (OTHERS)

Conclusion

Hence, from this report it is clear that BSNL

is the best service provider in Asia. BSNL
provides world class State-of-art technology
telecom services to its customers on
demand at competitive prices world class
telecom infrastructure in its area of
operation and to contribute to the growth
of the country's economy.

Bibliograph
y
Wikipedia
Bsnl(website)