INTRODUCTION (ABOUT PROJECT) The Indian mobile telephony market has grown at a rapid pace in the past six
to seven years. While the growing subscriber base has positively impacted industry revenues, operator margins also have shrunk, pulling down “Average Revenue per User” (ARPU). As ARPU declines and voice gets commoditized, the challenge is to retain customers, develop alternative revenue streams, and create a basis for differentiation in high-churn markets. In the wake of changing industry markets, telecom operators are looking at “Mobile Value Added Services” (MVAS) as the next wave of growth, and a large chunk of revenues is expected to flow from VAS in the near future. “Message Service” (P2P SMS), the industry has witnessed an emergence of a growing portfolio of services including graphics/wallpapers downloads; ringtones and caller ring back tones (CRBT), SMS contests, and games. In India, the revenue from MVAS (excluding P2P SMS) amounted to USD 43.8 M in 2004, and increased to USD 348.8 M in 2009, at a compound annual growth rate (CAGR) of more than 50%. Entertainment VAS is expected to drive the growth of the market going forward with Video/TV and games registering the highest growth rates among other segments in the near future. Given that the industry is young and evolving, the rules of the game are yet to be laid down. As a result, revenue sharing arrangements across the MVAS value chain have emerged in favor of the operators. The future implementation of MVAS in India will encompass several new and exciting areas such as mobile internet, location-based services, and regional content-based services. Maturity of the MVAS market also will give impetus to the market for M-commerce applications in India. Favorable government policies and advances in technology are encouraging providers across the MVAS value chain to explore innovative ways to address the mobile telephony needs of India’s rural population.
Boston Analytics research indicates that the Indian MVAS space will witness a high growth trajectory, creating tremendous opportunities for all stakeholders. However, all stakeholders across the value chain need to work collaboratively to overcome growth barriers and create an ecosystem that generates fair rewards for all. The key challenges are to establish the required content authentication standards, and enact laws pertaining to copyright protection. Further, a transparent revenue-sharing arrangement set out under the aegis of an industry apex body such as the Telecom Regulatory Authority of India (TRAI) would bring more clarity to the potential rewards for all stakeholders, thereby ensuring equitable participation across the value chain. As far as content is concerned, there is a need to go beyond music, music, and sports, to cater to the needs of all consumer segments. This research report explores the Indian MVAS marketplace and seeks to provide a systemic view of the industry, while addressing issues across the MVAS value chain in India. I have collected data from a sample of 100. This survey was conducted through the structured questionnaire prepared by me by taking suggestions from my internal guide MR. B.Kiran Kumar and external guide MR. B.Ravindra Kumar and information is collected from all the 100 customers. I collected secondary data from some websites and by referring marketing books which were mentioned at last in references chapter. The statistical tools used like point allocating method and simple random sampling. For the analysis of the information tools used are Tables, bar diagrams, pie charts. This research has helped us to know the various problems in communicating the Value Added Services to customers.
NEED FOR MOBILE VALUE ADDED SERVICES
Currently, Mobile Value Added Services (MVAS) in India accounts for 10 per cent of the operators’ revenues. With increasing competition and the need for increasing the subscriber base in rural markets, the call rates are declining. This has led to decrease in Average Revenue per User (ARPU). After the introduction of seconds pulse, call rates were drastically reduced and Value Added Services gained prominence as they can help the companies to earn profits. In spite of unprecedented growth in the mobile subscriber base, the operator margins are declining. Though the Minutes of Usage is increasing however the same is being offset by the lowering tariffs of operators. This could be attributed to the major subscription growth that is coming from bottom of the pyramid. As ARPU declines, the challenge for operators is to increase revenues by differentiating their offerings and develop alternative revenue streams by offering more Value Added Services to the existing subscribers. So most of the companies are now concentrating on promotion of value added services and some companies even using value added services as their unique selling point. In terms of market share, 92% of the subscriber base in India is on pre-paid connection, with the remaining 8% on post-paid subscriptions.
This has also given rise to opportunities for generating increased revenue, through exploring potential Value Added Services (MVAS) like subscription packs of news alerts etc and more exclusive roaming services tailored to pre-paid subscribers. A recent study projects the current Mobile VAS industry to touch Rs 16520 crores by end June 2010 from its current level of Rs 5780 crores. Mobile Value Added Services: Mobile Value Added Services (MVAS) are those services that are not part of the basic voice offer and are availed separately by the end user. They are used as a tool for differentiation and allow mobile operators to develop another stream of revenue. The nature of value added services changes over time. A VAS may become commonplace and commoditized such that it ceases to provide a basis for differentiation. For example, P2P SMS was the only form of VAS in the early days of adoption of mobile telephony in India.
ringtones and caller ring back tones (CRBTs). Growing employment opportunities have resulted in a significant increase in disposable income.
.Given the challenges posed by the Indian mobile telephony market as highlighted in the section above. Market Size: The evolution of the MVAS market has proceeded in parallel with the changes and advances in the telecom industry. service differentiation. and is expected to increase to USD 348. as well as by the following macro-economic factors. The Booming Indian Economy: India has emerged as one of the fastest growing economies in the world. SMS contests. and games. A large chunk of users are comfortable with operating their mobile phones. In India the revenue from MVAS (excluding P2P SMS) amounted to USD 43. Telecom operators are looking at MVAS as the next wave for growth and a large chunk of revenue is expected to flow in from VAS in the near future. The growth in the market will be propelled by operator initiatives.8 M in 2009. and would progress into demanding more value-add beyond basic voice applications. leading to a growing acceptance of new technologies and expenditure on communication. the mobile phone has become an extension of their persona. Increasing User Comfort with Basic Mobility Services: The Indian mobile telephony market has attained critical mass due to the increasing affordability of mobile services. the industry has witnessed a growing portfolio of services to include graphics/wallpaper downloads.8 M in 2004. as well as the increasing comfort with basic mobility services. with spending on infrastructure and consumption growing at a rapid pace. at a CAGR of over 50%. The success of “caller ring back tones” is evidence that users are willing to adopt services which offer them the possibility of personalization. driving the next phase of growth. From the early days of P2P SMS. and customer retention. MVAS is likely to become a tool for additional revenue. Personalization of content and devices: For a large number of subscribers.
14 M (INR 50 M). A popular radio station. Radio Mirchi.22– 0. Of this amount.07/SMS (INR 3/SMS). Further.61 M (INR 115 M). Saregama (an Indian music company) generates 50% of its revenues from ringtones offered through its catalogue. generated 58 million SMSs over a period of three months. telecom companies earned USD 2. amounting to a total revenue of USD 3. Daily soaps. multi-player online games. The proliferation of global television channels has changed TV viewing from a passive activity to an interactive activity. and M-commerce.
SCOPE OF THE STUDY/INFORMATION
Barriers to Growth of MVAS in India
. full-motion videos.26 M (INR 10–12 M)—about 5% of an album’s sales—can be generated from mobile revenues. receives approximately 40.” hosted by a famous film personality on Star Television. music. The popularity of contests can be gauged from the fact that during November 2004–March 2005 Indian Idol (a singing competition hosted by Sony Television) received over 55 M votes via SMS.5G. approximately USD 0. caller ring-back tones. These shows have increased the familiarity of low usage segments such as housewives and the senior population with SMS utilities Music: Mobile music comprises ringtones. and contest shows provide the option for viewers to participate through SMS (6). and Sony TV earned about USD 1. Video/TV and Games: Advanced MVAS has just started to find market acceptance.000–50. Indians are known for their affinity for music and movies. a popular television game show “Kaun Banega Crorepati. The video/TV and games segment of the MVAS market are expected to register the highest CAGR during 2004–2009.Television is an integral part of the daily lives of average Indians. and music clips.75 M (INR 165 M) at USD 0. The introduction of 3G/4G in the near future is therefore expected to facilitate a wider portfolio of VAS available to mobile users. These services include mobile TV/video. wireless teleconferencing.000 SMSs daily with requests for songs to be played on air. According to a key official of Sony–BMG. These services typically require high bandwidth and a superior level of support technology than the currently available 2.
Despite its limitation in terms of number of characters (160characters) and being more cumbersome. low feature handsets continue to remain the order of the day. there is a large number of small players operating across the value chain. with several instances of violations. leading to increased revenues from data services in the long run. SMS continues
. The challenges posed to the industry that are likely to hinder projected growth are as follows: Authentication standards: Presently. The lack of widespread adoption of feature-rich mobile handsets is a barrier to the growth of MVAS in India. the MVAS segment is likely to be disadvantaged. apart from the operators. Further.The challenges emanate from the fact that this segment of the Indian telecom industry is still in a nascent stage and the rules of the game are still evolving. but are far from developing mass appeal. Bluetooth. Copyright protection: As stated earlier. The industry requires a stringent regulatory framework in place. there are no authentication standards set out for operators and aggregators that apply to the download of content. This needs to be addressed by the institution of standards by an industry governing body such as the Telecom Regulatory Authority of India (TRAI) to authenticate the flow of information. to encourage the flow of branded content to consumers. Infrared Port. In the wake of inadequate remedial action on this front. are growing. etc. There will be a move towards advanced feature handsets in the future even if need and lifestyle do not justify it. This will help create trust among different stakeholders across the MVAS value chain. FM Radio. Low “General Packet Radio Services” (GPRS) connectivity: GPRS connectivity in India continues to be low given limited handset capability and operator constraints. The purchase decision for handsets continues to be driven by basic utility for voice.. and speaker phone features remain the most likely upgrade drivers. an integrated digital camera. in the recent past. There is a large population of users who are not familiar with accessing GPRS. According to the India Mobile Handset Usage Satisfaction Study 2006. However. Features such as Tri-band. Low feature handsets: Despite considerable growth in mobile subscriber base. prices of feature-rich handsets have declined sharply owing to increasing competition among manufacturers and technological advances. the regulatory framework for copyright protection continues to remain weak despite the extension of existing copyright laws to content. This will instill trust and confidence among various stakeholders across the value chain.
Excessive focus on entertainment-related VAS: The MVAS market in India continues to be focused on entertainment (movies. This can only pick up once the penetration of feature rich handsets grows. GRPS will provide a rich as well as user-friendly online experience. Operators will have to use MVAS to differentiate themselves from competitors and hence will become more dependent on content providers and aggregators for quality content. The market is highly unregulated and the absence of an apex body has led operators to pursue obfuscation strategies. operators will need to encourage other players by sacrificing revenue share. with a fair system of payouts to different stakeholders across the value chain. Content developers and aggregators are identifying ways for delivering higher value to the operators. The Future of MVAS in India Revenue sharing arrangement in the future: The current revenue sharing model gives limited incentive for growth of the MVAS ecosystem. ensuring even growth among all consumer segments. and operators provide free GPRS connection. In comparison. There is a need to create a transparent framework that clearly sets out balanced revenue sharing arrangements. hence. and Europe. and regional content-based services. Going forward. and will thus be in a position to demand a higher revenue share. Japan. as will the introduction of 3G. location-based services. The Indian MVAS industry needs to take a close look at best practices in developed markets to design a fair revenue distribution system. and are in stark contrast to the business models in established markets such as China. music and sports) catering to the needs of the younger consumer segment. Transparency in revenue sharing arrangements: The current revenue sharing arrangements favor the operators. Multiple small content aggregators will consolidate and grow stronger. there is a need to focus on information VAS and transactional VAS (M-commerce). Mobile internet will gain ground with leading players in the internet content space as they configure their sites for
.to be the most popular delivery channel. The popularity of high-end informational and transactional activity will increase the bargaining power of content providers.
New application areas: Applications with respect to the future of MVAS in India will include several new and exciting areas such as mobile internet. whereby creators/owners are adequately rewarded for creating higher quality content.
Recent initiatives include Nokia’s agreement with Malayala Manorama for a mobile-based vernacular news portal for subscribers based in Kerala. is close cooperation between the telecom industry on one hand and banks on the other. and information services (Mobile Yellow Pages. On one hand. and by infrastructural constraints and high pricing. and use of Universal Service Obligation Funds for development of rural telephony.642 dialects) in India creates a large potential market for regional content. worldwide carrier revenues from location-based services will climb from around USD 1 B in 2005 to nearly USD 8. installment due alerts.access through mobile phones.5 B by 2010. and dedications.. The diversity in languages (24different languages) and dialects (1. etc. M-commerce in rural areas) and this will increase their profitability. Companies have been very receptive to this trend. The subscriber base in these areas will require customized services such as crop price alerts. What is needed. however. City Sightseeing). The setting up of a special “mobi domain” will also promote the widespread usage of GPRS applications.
. Location based services comprise among others. therefore. It is predicted that rural subscribers will grow at a CAGR of 85% during 2007–2011. etc. registering an increase of 53% per annum. tariff and non-tariff barriers for ICT products. foreign exchange rate notifications. Their growth. stop-payments). Such partnerships between banks and the telecom industry also facilitate mainstreaming and differentiation of new services and offered. Government policies will probably play the most critical role in growth of MVAS in rural India. GPS services. and Airtel’s launch of a VAS portal in Kannada with ringtone downloads song downloads.g. as against the urban subscriber base which is expected to grow at just under 24% during the same period. is dependent on the interplay of a multitude of complex factors. though. Support from the telecom industry for new services will help extend their reach to new customer segments (e. social networking services (Friend Finder). According to Juniper Research. debt trade. and are developing innovative strategies to capitalize on regional opportunities. cash roll-overs.) and transaction services (securities trade. is limited by low user awareness and confidence-in-use. microfinance scheme information. Mobile content customized to a certain target region is also being looked at as a source for higher mobile penetration and revenues in both rural as well as urban areas. The Growth of M-Commerce: Maturity in MVAS will also give a strong impetus to market growth for M-commerce applications in India. MVAS for the rural market: India’s rural market represents a segment with huge potential for MVAS. Success here. The services presently offered in India include information based services (account balance and activity alerts. These will affect penetration drivers such as the level of competition in the sector.
The Way Forward India’s telecom industry has posed unique challenges for mobile operators. stakeholders across the value chain will have to work collaboratively to overcome barriers and create a business ecosystem that generates fair rewards for all the players
➢ To know the level of awareness of Value Added Services in customers of cellular networks. However. creating tremendous opportunities. From the above analysis.
. it is clear that the MVAS space is set to witness a high growth trajectory. MVAS has emerged as a great opportunity to rescue the industry from the declining ARPU.
➢ To identify the loopholes in the communication of value added services to customers.
.➢ To develop innovative marketing tools for boosting the penetration of VAS adaption in rural areas.
➢ To know the influence of cost factor on choosing Value Added Services. There will be a scope for organizations to know the preferences and priorities of customers and the mobile operators can plan their services according to the consumers’ preference.
➢ To give some findings and suggestions with the information collected from the customers for implementing changes if any to improve the customer service.
Type of Research: The type of research followed here is a Descriptive Research. It is designed to study the characteristics of mobile users depending on their gender. age group and other interests.
➢ To know the satisfaction level of customers in using Value Added Services.
which are presented in the report. The simple random sampling has been followed where every individual has an equal chance for being included in the sample. ➢ By searching marketing related books. Statistical Tools: The probability sampling techniques like point allocating method were adopted in this research. Data Collection:
Primary Data: ➢ Through questionnaire prepared under the guidance of BSNL guide.
Analyzing and interpretation of data:
This approach involved the conversion of raw data in the form of tables using mathematical and statistical tools.
➢ Visiting to the addresses of the high value customers with the help of the data base provided by
➢ By browsing internet and visiting company website and other websites I collected the information about the company profile and about telecom industry.
. The analyzed data is tabulated accordingly in the form of tables. graphs and pie charts for having better idea about the survey. college guide and me. Sample Size: The sample size is 100 and the sample included people of different age groups and people belonging to different occupations. ➢ By going to the customers personally and gathering information from them.Questionnaire: A structured questionnaire has been prepared in order to identify the level of awareness of different cellular based Value Added Services in customers and to know the potential sources communicating these services.
Here.Data is represented by using pie charts and bar diagrams. The response of the research analysis is formal written document.
This phase will mark the culmination of marketing efforts. ➢ The study is conducted with limited data available and analysis was done accordingly. perception and satisfaction are given and recommendations are proposed for further development of the organisation. the research regarding the customer awareness.
. The limitations of the study are as follows: ➢ The survey is limited to some areas for limited period only.
Any research study is inevitably going to encounter some basic limitations. This was also the same with this study.
➢ Some respondents refused to give information.
. scope of the study(boundaries). in few cases. ➢ The time allotted for the project study is too short.
CHAPTERISATION OF THE STUDY
The project report consists of five chapters and each and every chapter was further divided and was explained in detailed manner. The first chapter covers all the above mentioned areas. objectives of the research. ➢ The information given by the informants may not be correct and it may be difficult to verify its accuracy. ➢ Customers were not open to give enough data. to depict a clear and real picture of the company and its operations.➢ The data provided is very limited and depth of matter is not possible. need of the study/information.
The first and foremost chapter one is sub divided into seven categories like introduction(about the project). limitations and presentation/chapterisation of the study. research methodology.
The tariffs have been falling continuously across the board as a result of healthy and unrestricted competition and India today has one of the lowest tariffs in the world.
The fourth chapter deals with the data analysis part. suggestions. Telecommunications is one of the few sectors in India.The second chapter deals with the profiles one is industry profile and the other one is company profile in detail.
At last the annexure which is nothing but the questionnaire and references is given which gives a complete view from where the information about the company profile. Telecommunication is one of the prime support services needed for rapid growth and modernization of various sectors of the economy.The entire sector is now open to unrestricted competition in all. In this chapter it covers all the data about what the customers are feeling with regard to services and took some information from them what to be improved to utilise the services effectively. pie charts to have detailed information about the research.
In the fifth chapter after the process of data analysis some findings. and conclusion are given. bar diagrams. Bharat Sanchar Nigam limited. This gives the complete information about the telecom industry and about the Bharat Sanchar Nigam limited. The opening of the sector has not only led to rapid growth but also helped a great deal towards maximization of consumer benefits.
The telecom services have been recognized the world-over as an important tool for socioeconomic development of a nation.e. which has witnessed the most fundamental structural and institutional reforms since 1991.
The third chapter consists of the theoretical frame work of the study. It has become especially important in recent years because of enormous growth of information technology and its significant potential for the impact on the rest of the economy. The data which is collected from the 100 samples is transmitted into the form of tables. industry profile and other information which is required has been collected. as a result of the various measures and initiatives taken by the
. It is an overview of how the marketing concepts are inter-linked with the telecom industry i. Besides.
70/minute) in 1999 to USD 0.73 million (February 28.16/minute (INR 6. India has become one of the most dynamic and promising telecom markets of the world.8% reduction in faults per 100 main lines during 2000–2006. 2009) Average Revenue Per User (ARPU) for GSM (as on 30 June 2009) – Rs. as seen in a 23.000 people grew by a substantial 2000% during 2005–2006. initially
. aiming to remove the balance hurdles and limitations.69 million (February 28. as seen in the 40% growth in telephone main lines and 50% in international voice traffic. The number of mobile subscribers per 1. The reforms process in the telecom sector is still on.Government. India has one of the lowest mobile tariffs in the world. 2010) Tele-density – 51. the country has emerged as one of the fastest growing telecom markets in the world.03/minute (INR 1. with the country-wide network consisting of six players. In recent times. 2009) Wireless subscriber base – 563. Indian Telecom Industry – A Snapshot
• • • • • •
Total telecom subscribers – 600. With a strong population of over 1.06/minute) in 2005(3). The industry. The tariffs have declined from USD 0. Access: Coverage and usage of fixed telephony grew strongly. Network: Code Division Multiple Access (CDMA) as an alternative technology evolved during the period 2000–2006. It has third largest telecom network in the world after China and US. the following performance indicators are indicative of the impressive performance of the Indian telecom sector between 2000 and 2006
Quality: The quality of telephone services has improved significantly over the years. India is now fast emerging as one of the leading telecom nations. 2009) Wireless tele-density – 47.1 Billion. In addition to the above. 205 Expected mobile subscriber base (2013) – About 771 million. Affordability: A 45% decline in the average price basket for residential use has made fixed telephony more affordable.05% (February 28.
Key Performance Indicators Improved quality and increasing affordability have facilitated growth in usage and coverage of telecom services.91% (February 28.
The figures. including GSM and CDMA. has witnessed consolidation with a number of regional operators taken over by larger operators. a growth of 3. increased from 544. STRUCTURAL COMPOSITION: Wire line vs.
Revenue(US$ billions) 9
.91 per cent.characterized by fragmentation. Wireless tele-density stands at 47. however. Wireless
Source: Department of Telecommunications
Industry Revenue (2002-2010) The Indian telecommunications industry is on a growth trajectory with the Wireless subscriber base.44 per cent. do not include the GSM subscriber additions made by Reliance Telecom.73 million at the end of February.98 million in January to 563.
CDMA mobile. The company Vodafone Essar has its operations in 16 telecom circles of the country. The company Vodafone Essar Limited provides services like 2G.
Bharti Airtel is one of the topmost companies in the telecom sector in India and is under the Bharti Enterprises Group. The Company Bharti Airtel is in India the biggest integrated and also the 1st telephone service provider in the private sector. The services offered by BSNL includes wire line. VoIP services etc. broadband. MPLS-VPN. Bharti Airtel Limited has been since its very beginning using the latest technology and thus the company has paved the way for the telecom sector in India with its world-class services and products. BSNL operates under the guardianship of the Ministry of Communication. which has footprint in around 23 telecom circles. GSM Mobile.2003-04 2004-05 2005-06 2006-07 2008-09 200910(forecasted)
10 11 15 20 32 43
Mobile Operators in India:-
Bharat Sanchar Nigam Limited
Bharat Sanchar Nigam limited popularly also known as BSNL is an India-based telecommunication services provider. Government of India and Department of Telecommunication.
Vodafone Essar started its operations in India in 1994 and is under the Vodafone Group. Internet.
. Government of India. VSAT. carrier service. which are based on 1800 MHz and 900 Mhz GSM digital technology. The company offers both post-paid and prepaid GSM cellular mobile coverage all across India and its hold is especially strong in the metropolitan cities.
The company Tata Teleservices has helped the Tata Group to have a strong presence in the telecom sector in India.Reliance Communications
The company Reliance Communications Limited has been set up with the aim of providing communication and information to people at affordable price. The Investment Trust of India (ITI) is managed by chairman and managing director B K Kothari. Finance.
HFCL INFOTEL LTD. international and national long distance services. The company Reliance Communications business includes the whole range of services related to the telecom sector such as fixed line telephones and mobiles. The company's footprint at present covers around 45% of the population of India and more than 50% of the telecom market. The Company Idea Cellular Limited is one of the telephony wireless companies that functions in many states in India. The business of the company also includes services like broadband. HFCL Infotel Ltd ('transferor Company') a telecommunication Company operating in the Punjab Circle merged with the Company through a Scheme of Amalgamation and decided to hive off the business of Hire Purchase. Reliance Communications also provides to its customers a wide range of value added applications and services. Leasing and Securities Trading by way of an outright sale with effect from 1st September 2002 to its wholly owned subsidiary 'Rajam Finance & Investments Company (India) Ltd' now renamed as 'The Investment Trust of India Ltd'
BPL MOBILE COMMUNICATIONS LTD.
Incorporated on 2 Aug. The company was the first in the country to launch the CDMA mobile services in the state of Andhra Pradesh.'46. as part of Company's diversification and restructuring programme.
Idea Cellular started its operations in 1995 and is under the Aditya Birla Group. which holds 98. voice portal. group calling. The Company Idea Cellular Limited is the only cellular operator in India to launch EDGE technology. enterprise services etc. 3. data services.
. During 2002-03 the name of the Company changed to HFCL Infotel Ltd.3% stake in the company. The Company Idea Cellular is the leading mobile services GSM operator in the country. Further the company also offers other services like value added services such as roaming.way conferencing.
Mahanagar Telephone Nigam Limited (MTNL) was set up in 1st April of the year 1986 by the Government of India to upgrade the quality of telecom services. BPL Mobile has gained tremendous popularity due to its competitive pricing of tariffs. Further. BPL Mobile Communications Limited has revolutionized the Indian mobile telecommunication industry. Tamil Nadu. In December 2003. The Company providing various types of telecommunication services including Telephone. Till today. BPL Mobile offers high-class mobile service to its wide pool of Mumbai subscribers. Assam. North East. West Bengal. introduce new services and to raise revenue for telecom development needs of India's key metros. The company has also been in the forefront of technology induction by converting 100% of its telephone exchange network into the state-of-the-art digital mode. the company gained a foothold in 14 circles including Chennai. grew rapidly by modernizing the network. Bihar. Kolkata. Delhi (the political capital) and Mumbai (the business capital of India). Orissa.MTNL as a company. Within a short span of time the subscriber base of BPL Mobile Communications Limited has reached the 1 million mark. Andhra Pradesh. BPL Mobile Communications Limited was established in the year 1995 and it is presently operating in only in the city of Mumbai. BPL Mobile Communications Limited is an offshoot of the legendary business conglomerate ESSAR group. it launched commercially in Chennai and quickly established itself as a market leader – a position it has held since. telex.BPL Mobile Communications Limited popularly known as BPL Mobile is an India-based telecommunication service providing company. Jammu & Kashmir. data communication. This gigantic mobile telecommunication company of India has grown in leaps and bounds and it offers seamless service to its customers spread across Mumbai. Karnataka and Delhi. over last nineteen years.
AIRCEL + DISHNET
The Aircel Group is a joint venture between Maxis Communications Berhad of Malaysia and Apollo Hospital Enterprise Ltd of India.
. It emerged a market leader in Assam and in the North Eastern provinces within 18 months of operations. Aircel began its outward expansion in 2005 and met with unprecedented success in the Eastern frontier circles. incorporating the State-of-the-art technologies and a customer friendly approach. wireless. Himachal Pradesh. Aircel commenced operations in 1999 and became the leading mobile operator in Tamil Nadu within 18 months. expand the telecom network. with Maxis Communications holding a majority stake of 74%. telematic and other like forms of communication (Internet). Kerala.
1% 9% 15. Internet services and other value-added services. at least 100 million will come from rural areas.9%
Revenue Market share
29.Here is the market share of various mobile companies in India at the end of Dec-2009:-
Bharti Airtel BSNL Reliance Communications Vodafone India Idea Cellular Tata Teleservices Aircel
Subscriber Market share
22. followed by Himachal Pradesh (17.2% 20.9% 5.69 per cent). Though the rural mobile penetration is highest in Punjab (20.8% 12.4% 11% 10. equipment.20 per cent).63 per cent) and Haryana (10. This segment will boost the demand for telecom services.09 per cent).1% 4%
Source – TRAI. AUSPI.
As the government targets to increase rural teledensity. most companies are now sweating it out by hard selling their products and services in the rural areas of the region.9% 17. offering great market opportunities for telecom players. It is believed that of the next 250 million people expected to go mobile. rural telephony will require major investments. COAI and company reports.6% 12% 17. Kerala (10. thereby.7% 7.
2000. 287 Satellite Stations. In basic services. Broadband. 18000 BTS. CDMA mobile.
. 20. 4 million WLL capacity.1 Million GSM Capacity. CellOne. making focused efforts and planned initiatives to bridge the Rural-Urban Digital Divide ICT sector. 480196 Rkm of OFC Cable. In fact there is no telecom operator in the country to beat its reach with its wide network giving services in every nook & corner of country and operates across India except Delhi & Mumbai. 85 per cent share of the subscriber base and 92 percent share in revenue terms. 7330 cities/towns and 5. MPLS-VPN. BSNL is numero uno operator of India in all services in its license area.COMPANY PROFILE
BSNL (BHARAT SANCHAR NIGAM LIMITED)
Bharat Sanchar Nigam Ltd. more than 37382 fixed exchanges. GSM Mobile. Carrier service. BSNL is miles ahead of its rivals. That means that almost every fourth mobile user in the country has a BSNL connection.8 million cellular customers. It has about 47. is World's 7th largest Telecommunications Company providing comprehensive range of telecom services in India: Wireline. formed in October.1 million Basic Phone subscribers i. with 35. has more than 17. The company offers vide ranging & most transparent tariff schemes designed to suite every customer. 63730 Rkm of Microwave Network connecting 602 Districts. Within a span of five years it has become one of the largest public sector unit in India. VSAT.3 million line basic telephone capacity. BSNL is the only service provider. BSNL cellular service.5 Lakhs villages. garnering 24 percent of all mobile users as its subscribers. Internet.e. IN Services etc. VoIP services.
Leased Line. Human Resource (HR).Deepak (I.
BOARD OF DIRECTORS:Corporate structure of BSNL Board consists of CMD & Five full time Directors.Consumer Mobility (CM) Shri Rajendra Singh Director . for web browsing and E-mail Applications.Enterprise Shri Gopal Das Director (HR) Shri J. At present there are 0. data and image transfer over the same line. BSNL has set up a world class multi-gigabit. multi-protocol convergent IP infrastructure that provides convergent services like voice. It can facilitate both desktop video & high quality video conferencing. the countrywide Internet Services of BSNL includes Internet dial up/Leased Access service.Free Phone Services (FPH) . ISDN: Integrated Service Digital Network Service of BSNL utilizes a unique digital network providing high speed and high quality voice.Aggarwal Director .) Govt.Consumer Fixed Access(CFA) Shri R. Intelligent Network Service: Intelligent Network Service (In service) offers various value-added services such as: . Consumer Mobility. Dial-up. BSNL has been adjudged as the NUMBER ONE ISP in the country. DIAS. Finance.India Telephone Card (Prepaid Card) . who manage the entire gamut of BSNL operations.A. Director
Basic Services offered by the BSNL:The Basic telephone Services offered by the BSNL are: 1.D.S. There are five other Directors in the full Board of BSNL. 3. Enterprise. 2. Account Less Internet (CLI). Board of Directors Designation Shri Kuldeep Goyal CMD Shri S.S. Consumer Fixed Access. data and video through the same Backbone and Broadband Access Network.6 million DataOne broadband customers.5 million Internet Customers who access Internet through various modes viz.K.Account Card Calling (ACC)
.BSNL has more than 2. Internet: Keeping the global network networked.5 million WLL subscribers and 2. Saxena Director (Finance) Shri Rajesh Wadhwa Director .
Tele-voting . These are explained as follows: .. 7. BSNL’s Cellular Service has taken the cellular telephone to the masses through innovative technology and strategic pricing. Branded as Tarang. BSNL Internet Service: BSNL. there is a small box fitted with a small antenna at one’s premises and a normal telephone instrument is connected to the box.Premium Rate Service (PRM) . There is no antenna or any other equipment at your premises. The rentals in this plan are extremely low.WLL Mobile: In this case. BSNL’s entry into this sector has brought GSM cellular service at an affordable cost to the common man. This ambitious service uses state-of-the-art GSM technology to attain global excellence and leadership. 8. Mobile Services: BSNL’s Cellular Service is the India’s growing Cellular Service. 6. this is the most reliable and affordable service giving one’s the best of both fixed line & mobile telephone. Customers have respond tremendous faith in BSNL and it has enrolled over 1. In this case. Sancharnet Card: BSNL has also launched Internet Card.Universal Access Number (UAN) 4. There is no Telephone copper wire connection as in the conventional telephone. These plans are now very popular.Virtual Private Network (VPN) .1. . Sulabh: It is the best available incoming-only plan.WLL Fixed (FWT): It is the Fixed Wireless Transmission. This card is a prepaid Internet Access Card. If anyone require the landline b-fone predominantly for receiving incoming calls only. 5. Internet Service Provider. Subscriber can carry a small handset of CDMA technology.
. BSNL Broadband: The Broadband service from BSNL is widely used by almost all the companies of India. India’s no. If you desire to make outgoing calls. this facility can also be given separately (or one can also use ITC Cards with Sulabh Plan). BSNL brings you Sulabh Plan.07 crores Cellular customers. WLL (Wireless Land Line): There are two versions of WLL. provides Internet service throughout the country (except Delhi and Mumbai).
Organizational Structure of BSNL:-
or company. in professional usage the term has a wider meaning. burgers but consumers are also concerned about the quality and speed of service. Place or distribution refers to how the product gets to the customer. Promotion . are staff cheerful and welcoming and do they serve with a smile on their face? There are five characteristics to a service which will be discussed below: Characteristics of a Service
." only one of which is promotion. often called the "four Ps. and how it relates to the end-user's needs and wants. sales promotion. Marketing techniques are also applied in politics. point of sale
placement or retailing.This refers to the process of setting a price for a product. Marketers depend on marketing research to determine what consumers want and what they are willing to pay for. Product . for example McDonald’s sell physical products i.e. both existing and potential. the term "marketing" refers to the promotion of products.
CHARACTERISTICS OF A SERVICE
What exactly are the characteristics of a service? How are services different from a product? In fact many organisations do have service elements to the product they sell. and
refers to the various methods of promoting the product. and many other aspects of life. Marketing research underpins these activities. including discounts. Trying to convince a market segment to buy something they don't want is extremely expensive and seldom successful. 4. Marketers hope that this process will give them a sustainable competitive advantage. Successful marketers typically have a customer orientation or focus. These four elements are often referred to as the marketing mix. Some form of marketing arises naturally in all capitalist societies but is not limited to capitalist societies.This includes advertising. For a marketing plan to be successful. especially advertising and branding.INTRODUCTION TO MARKETING
Marketing is the craft of linking the producers (or potential producers) of a product or service with customers. brand. Through advertising. It can be divided into four sections. personal affairs. Marketing methods are informed by many of the social sciences. They are: 1. and economics. However. 2. 3. Overview In popular usage. A marketer will use these variables to craft a marketing plan. religion. sociology. particularly psychology. publicity.The Product management aspect of marketing deals with the specifications of the
actual good or service. for example. it is also related to many of the creative arts. and personal selling. the mix of the four "p's" must reflect the wants and desires of the consumers in the target market. Pricing . Marketing management is the practical application of this procedure.
1. Lack of ownership:You cannot own and store a service like you can a product. Services are used or hired for a period of time. For example when buying a ticket to the USA the service lasts maybe 9 hours each way , but consumers want and expect excellent service for that time. Because you can measure the duration of the service consumers become more demanding of it. 2. Intangibility:You cannot hold or touch a service unlike a product. In saying that although services are intangible the experience consumers obtain from the service has an impact on how they will perceive it. What do consumers perceive from customer service? the location, and the inner presentation of where they are purchasing the service?. 3. Inseparability:Services cannot be separated from the service providers. A product when produced can be taken away from the producer. However a service is produced at or near the point of purchase. Take visiting a restaurant, you order your meal, the waiting and delivery of the meal, the service provided by the waiter/ress is all apart of the service production process and is inseparable, the staff in a restaurant are as apart of the process as well as the quality of food provided. 4. Perishibility:Services last a specific time and cannot be stored like a product for later use. If travelling by train, coach or air the service will only last the duration of the journey. The service is developed and used almost simultaneously. Again because of this time constraint consumers demand more. 5. Heterogeneity:It is very difficult to make each service experience identical. If travelling by plane the service quality may differ from the first time you travelled by that airline to the second, because the airhostess is more or less experienced. A concert performed by a group on two nights may differ in slight ways because it is very difficult to standardise every dance move. Generally systems and procedures are put into place to make sure the service provided is consistent all the time, training in service organisations is essential for this, however in saying this there will always be subtle differences.
Service Marketing Mix/Extended Marketing Mix:Having discussed the characteristics of a service, let us now look at the marketing mix of a service. The service marketing mix comprises off the 7’p’s. These include:
• Product • Price • Place • Promotion • People • Process • Physical evidence. Lets now look at the remaining 3 p’s: People An essential ingredient to any service provision is the use of appropriate staff and people. Recruiting the right staff and training them appropriately in the delivery of their service is essential if the organisation wants to obtain a form of competitive advantage. Consumers make judgments and deliver perceptions of the service based on the employees they interact with. Staff should have the appropriate interpersonal skills, aptititude, and service knowledge to provide the service that consumers are paying for. Many British organisations aim to apply for the Investors In People accreditation, which tells consumers that staff are taken care off by the company and they are trained to certain standards. Process Refers to the systems used to assist the organisation in delivering the service. Imagine you walk into Burger King and you order a Whopper Meal and you get it delivered within 2 minutes. What was the process that allowed you to obtain an efficient service delivery? Banks that send out Credit Cards automatically when their customers old one has expired again require an efficient process to identify expiry dates and renewal. An efficient service that replaces old credit cards will foster consumer loyalty and confidence in the company. Physical Evidence Where is the service being delivered? Physical Evidence is the element of the service mix which allows the consumer again to make judgments on the organisation. If you walk into a restaurant your expectations are of a clean, friendly environment. On an aircraft if you travel first class you expect enough room to be able to lay down! Physical evidence is an essential ingredient of the service mix, consumers will make perceptions based on their sight of the service provision which will have an impact on the organisations perceptual plan of the service.
To summarise service marketing looks at:The Characteristics of a service that are: (1) Lack of ownership (2) Intangibility (3) Inseparability (4) Perishability (5) Heterogeneity. The Service marketing mix involves analysing the 7’p of marketing involving, Product, Price, Place, Promotion, Physical Evidence, Process and People. To certain extent managing services are more complicated then managing products, products can be standardised, to standardise a service is far more difficult as there are more input factors i.e. people, physical evidence, process to manage then with a product.
ACCORDING TO TELECOM REGULATORY AUTHORITY OF INDIA
New Delhi, 28th May 2010 Telecom Subscription Data as on 30th April 2010, Website :- www.trai.gov.in ➢ Total Telephone subscriber base reaches 638.05 Million • Wireless subscription reaches 601.22 Million • Wireline subscription declines to 36.83 ➢ 16.90 Million new additions in wireless ➢ Overall Tele-density reaches 54.10 ➢ Broadband subscription is 9 million
Wireless Teledensity stands at 50. Detailed statistics is at Annexure-I. the overall Tele-density in India reaches 54. thereby registering a growth rate of 2.70%. Service Providers’ share in net additions during the month of April-2010
B. Wireless Service:A.32 Million in March-2010 to 601.The number of telephone subscribers in India increased to 638.28 Million in March-2010.89%.98.10 Wireless Segment (GSM. Service Provider wise Market Share as on 30-4-2010
. CDMA & FWP):-
Wireless subscriber base increased from 584.22 Million at the end of April-2010 registering a growth of 2.05 Million at the end of April2010 from 621. With this.
Detailed statistics is at Annexure-II. BSNL/MTNL. Service Provider wise Market Share as on 30-4-2010:-
Category wise Net Additions during the Month of April-2010:-
.96 Million in March-2010 to 36.12. two PSU operators hold 84.83 Million at the end of April-2010.Wireline Segment:Wireline subscriber base declined from 36.64% of the Wireline market share. Overall Wireline teledensity is 3.
9% 35.75 million in March-2010 to 9 million in April-2010.0% 2.2% 2.2% 64.
Note: This information is based on the data provided by the Service Providers/Service Providers’ Association.9% Wireless
Circle A Circle B Circle C Metro All India
-0.3% 48.3% -4.3% -2.48% -0.Category Wireline Circle A Circle B Circle C Metro All India -66833 -62009 -10944 8936 -130850
Net Additions Wireless 6061622 6649237 2342902 1846796 16900557
Category-wise Growth Rate in Access Service:-
Monthly Rate of Growth (March-2010 to April-2010 Wireline Wireless 2.6% 45.80%.
VARIOUS VALUE ADDED SERVICE ON MOBILE
.9% 3.0% 3.89%
Yearly rate of growth Category (April-2009 to April-2010) Wireline -3. there by showing a growth of 2.5% 52.13% -0.49% -0.35%
Broadband (≥ 256 Kbps download):Total Broadband subscriber base has increased from 8.34% 0.3% -3.6% 2.
b) Minimum balance of Rs.This service is applicable for both Prepaid as well as Postpaid customer with different charges. Using GPRS following service you can download in your mobile:-
➢ ➢ ➢ ➢ ➢ ➢ ➢ ➢ ➢ • • •
Colour Internet browsing Polyphonic ring tones MP3 tones Color logo Wallpapers Videos Animations Games E-mails and more.
Benefits of GPRS:Allows high –speed Internet access on the mobile. Please note that all mobile devices may not support GPRS facility.(General Packet Radio Service):General Packet Radio Service (GPRS) enabled networks offer 'always-on'.... Can be connected to the PC/Laptop and be used as a Modem. higher capacity. wallpapers.no. Internet-based content and packet-based data services on your mobile phone anywhere any time..
Different Plan and Tariff for GPRS:For Prepaid Sl. 1 2 3 4 Particulars Activation charges Monthly Rental Accessing Charges Downloading charges Revised Nil Nil 5 Paisa/ 10 KB As per the rates fixed by the Content provider 5 NOTE:Usage charges in Roaming per KB 5 Paisa/ 10 KB
a) Content means any game.GPRS:.. 10 is required to access GPRS. polyphonic ring tones... Can access all sites even WAP based sites.
Sl. 199 0 Unlimited As per the rates fixed by the Content provider 5 Paisa / 10 KB
To activate GPRS facility in mobile:SEND SMS THE FOLLOWING KEYWORDS TO 53733 TO ACTIVATE / DEACTIVATE GPRS/MMS FACILITY IN YOUR MOBILE:SUB -TYPE GPRS ACTIVATION KEYWORDS GPRSPRE GPRS DEACTIVATION KEYWORDS GPRSDE REMARKS
Postpaid Subscribers can also avail GPRS facility through CSRs. 1 Particulars Activation charges Monthly Rental Accessing charges Free usage in Mb Downloading charges Option I Nil Rs.no. 1 2 3 4 Particulars Activation charges Monthly Rental Usage/Browsing/Accessing Charges Downloading charges Revised Nil Nil Nil As per the rates fixed by the Content provider 2.
. For New customers are being given GPRS facility by default. Plans with monthly rental. Free Portal Plan Sl.no. 49 3 Paisa/ 10 KB 5 Mb As per the rates fixed by the Content provider Usage charges in Roaming per KB 5 Paisa/10 KB Option II Nil Rs.For Postpaid 1.
queries please send a mail to firstname.lastname@example.org. animations.
Personalized Ring Back Tones (PRBT)
Independent of instruments No need of installation or downloading in instrument
.cellone.g K750i via GPRS (West Zone Please click here for Updated GPRS Settings and FAQ.You can download Polyphonic ring tones.g W 700i via GPRS(West Zone) procedure for all Mobile settings for GPRS_WAP & MMS for all mobile handsets PROBLEMS & solutions(PC connectivity) PC connectivity of all sony erricson hansets using USB cable e.in About Cell one Portal:Cellone Portal is a free plan given to postpaid Customers in which they can access only one site i.com or call 9400024365.g nokia 6630 via GPRS(West Zone) PC connectivity of Nokia 6630 via IVT Bluetooth with GPRS(WEST ZONE) PC connectivity of Nokia 6680 via IVT Bluetooth with GPRS(WEST ZONE) PC connectivity of Nokia 6600 via IVT bluetooth with GPRS(WEST ZONE) PC connectivity of all motorola hansets using USB cable e. games etc from www. In case of any problems. wallpapers.e.:wap. GPRS setting:• • • • • • • • • • PC connectivity of all nokia hansets using USB cable e.in no other site will work.g SGH U600 via GPRS(West Zone) PC connectivity of all sony erricson hansets using USB cable e.g Moto V3i via GPRS(West Zone) PC connectivity of all samsung hansets using USB cable e. Videos.
Default mode. Default mode : Subscriber can set one song by default for all callers.com Or *9 copy method (while listening the song on other bsnl number press *9 and copy)
56799 is for MSEARCH i.
Personalized greetings can also be set as PRBT through IVR on 56700 Delisting feature: Subscriber can remove the header played before the caller tune. Sequential mode.bsnltunes.bsnlumw. To subscriber has to book the request at call center. SMS the RBTID to 56700 and get your song. 56799(1/min) for normal songs and 56768(2/min) for hungama songs. ➢ SMS DEF <RBTID> to 56700 Sequential mode: All the songs will be played sequentially one bye one. Suspension rules: do so
. each song is charged for Rs. Or through web visit www.e dial the number. say your song and get the RBTID or list of RBTID of the song. Random mode. ➢ SMS SEQ to 56700 Random mode: If subscriber do not selects any mode. random mode is set by default ➢ SMS RAN to 56700 Scheduling of songs according to subscriber’s choice of time and songs is also possible.How to subscribe? • • • • SMS SUB RBTID to 56700 (2/SMS) Or through IVR dial 56700(2/min). 12
For more then one songs: • • • • • There are three modes to play more then one songs. And SMS <search> <song name> to 56799 (Toll Free SMS) How to deactivate? • • SMS UNSUB ALL to 56700 SMS UNSUB RBTID to 56700(to deactivate particular song)
Charging rules: • • • Basic subscription charges : 25/month Content (song) charges : 12/song/month If subscriber subscribes for more then one song.
If still subscriber do not recharge every month one song is deactivated from the selected song list.will be charged to company. suspension period of 27 days is provided. Only subscription charges will be charged to customer.• • • •
If subscriber is not having enough balance (for subscription or content) grace period of three days is provided. 5000/. Company should have given the songs in writing to BSNL. If more then one songs are selected. Company must have proprietary rights of the song. the last selected song will be played.
Unstructured Supplementary Service Data (USSD)
Session oriented A menu based service Flexible to design dynamic menus Accessible directly from phone screen Extremely user friendly Almost 7 times faster than conventional SMS ! A message of a maximum of 182 characters
SMS has a store & forward but no dialogue concept while USSD has a dialogue concept but no store & forward
. During the suspension of subscription Normal Tring Tring will be played During the suspension of content BSNL free tunes will be played if only one song is selected. If subscriber does not recharge the account during these three days.
PRBT for proprietary company: • • • • For group of people in same company. Rs. same song can be set as caller tune.
Service Name Astrology Auto Tips Ayyappa Bakra-Eid Beauty Tips Bollywood Chacha Nehru Cricket Cricket Diwali Election Freedom Gandhiji Geeta General Knowledge Group Discussion Gurbani Health Tips History Holi Indira Gandhi Activation Code *456*21# *456*96# *456*35# *456*786# *456*500# *456*99# *456*14# *456*11# *456*55# *456*90# *456*527# *456*512# *456*08# *456*71# *456*508# *456*26# *456*61# *456*636# *456*77# *456*73# *456*16# Deactivation Code *456*22# *456*97# *456*36# *456*787# *456*501# *456*98# *456*15# *456*12# *456*56# *456*91# *456*528# *456*513# *456*09# *456*72# *456*509# *456*27# *456*62# *456*637# *456*78# *456*74# *456*17# Charges 30 25 30 30 30 30 30 30 30 30 30 25 30 30 30 30 30 30 25 30 30
.USSD – Benefits:➢ No clogging inbox since there is no storing mechanism ➢ Faster ➢ Non intrusive alerts can be received without filling up your SMS inbox. they are ‘Flashed’ on the mobile screen Customers can register for this service by dialling the activation code *456# and select the subjects of their choice for which they need information.
Karvachauth Kollywood Lohri Mahavir Jayanti Makar Sankrant Mega Pack Mollywood Money Matters Motivational Quotes Myths Navratri News ONAM Pongal Power of Words Ramcharitmanas Ramnavami Rakshabandhan Sai Baba Sardar Patel Shree Ganesha Shree Krishna Stock Subhash Chandra Bose Swami Vivekananda Tips of Bride Tips of Groom Tollywood
*456*83# *456*522# *456*39# *456*531# *456*37# *456*01# *456*520# *456*43# *456*506# *456*94# *456*81# *456*31# *456*533# *456*45# *456*88# *456*408# *456*529# *456*510# *456*724# *456*92# *456*514# *456*516# *456*41# *456*57# *456*33# *456*502# *456*504# *456*518#
*456*84# *456*523# *456*40# *456*532# *456*38# *456*02# *456*521# *456*44# *456*507# *456*95# *456*82# *456*32# *456*534# *456*46# *456*89# *456*409# *456*530# *456*511# *456*725# *456*93# *456*515# *456*517# *456*42# *456*58# *456*34# *456*503# *456*505# *456*519#
30 30 30 30 30 50 30 25 30 30 30 30 30 30 25 30 30 30 30 30 30 30 30 30 30 30 30 30
Sr. in which various services are available to subscriber such as railway enquiry. How do STK services work? Each BSNL SIM has an option Cellone in the menu. Astrology. Career. Cricket. This option contains various Value added Services in different Menus/Submenus. customers have no need to remember short codes. TARIFF : Name of content under STK Menu. Movie / reviews.Triumphant Interviews Vaikunth Ekadashi Valentine’s Day X-MAS Astrology AUTO BOLLY FINBASICS FREEDOM GANDHIJI
*456*28# *456*24# *456*143# *456*18# *456*021# *456*096# *456*099# *456*043# *456*612# *456*008#
*456*29# *456*25# *456*144# *456*19# *456*22# *456*97# *456*98# *456*44# *456*513# *456*09#
30 30 30 30 10 10 10 10 10 10
SIM Tool Kit (STK)
STK is SIM Tool Kit. TV 2. Finance.
. he/she has to simply navigate through the corresponding Menu/Submenu. The system automatically converts it to an SMS. only they have to go in cellone menu. reach the concerned service and select it. news. sends it to the VAS provider and gets the reply. Flash SMS / city Guide. Airline info and Miscellaneous. No 01 End user price (Rs) Plain text:-News. cricket and many more In STK menu. Whenever a customer wants to use any of the services. Entertainment (Dating / jokes / Contest /Games).00 Schedule.
from GSM.20 sec. such as listening of songs. Pulse Landline/CDMA . Access codes 12555 126300 12501 Landline/CDMA . picture messages/ logos etc.7.10. he / she simply needs to remember the short code to dial and then navigate through the corresponding menu available on short code.Logos.15.
Premium Text:-Railway.5/-per minute Mobile . jokes. a customer can make call to a short code and enjoy various Value Added Services in audible format.20
What are IVR Based Value Added Services? In IVR based Value Added Services. Services Premium Non text Downloads:-Ring tones.Rs. 126300. Pulse Tariff Mobile . exam results. etc.
How are the IVR based Value Added Services different from SMS based services? IVR are based services also provide similar content like SMS.
Are these services available from land line or Mobile? These services are available for all three basic user services i. 12501.5/-per minute Mobile . Picture message :.e.30 sec. Animated SMS
2.Rs. CDMA and Land line. Pulse Landline/CDMA . One of the advantage for the customer using IVR based services is that he does not need to remember the keyword like that required in SMS.00 5.20 sec. only difference being that IVR service are on voice and SMS in text or pictures.02.5/-per minute
. 03 04.00 5.Rs.
What are the IVR short Codes on which calls can be made and what is their Tariff? Various short codes are available 12555.
30/@Rs.30/Usage charges per Minute.0. Sr. CDMA or GSM connection. the subscription based services are auto renewed.49/@Rs. date of renewal and process of deactivation if the customer does not want to continue the subscription.25/@Rs.0.30/@Rs.
Tariff for subscription services are as below. @Rs.19/@Rs.1/@Rs.1/@Rs. by subscribing to a particular service the user can make the calls to the predefined multimodal number at lower rates.1/@Rs.30/@Rs.19/@Rs. the IVR services are not handset dependent. Usually 2-3 days prior to the expiry date of subscription. They can be access from any landline. No 1 2 3 4 5 6 7 1255531 1255532 1255533 12630031 12630032 12630033 12630036 Cricket pack Vas Pack Mobile Radio Comedy Devotional Music Station Cricket central Access code Name of service Subscription charges Per month @Rs.0.
Are the IVR services handsets dependent? No.25/@Rs. the customer gets an SMS intimating him the charges for renewal of subscription.
What is meant by subscription based services in IVR VAS? In IVR VAS.1/-
Are the subscription based services auto renewed? Yes.19/@Rs.126300. The subscription based services are available from the GSM mobile connectivity. Subscription based services in IVR are available only for GSM mobile customers at present.
Activation and Deactivation of IVR Based Services?
1/MIN 12630031 Rs.1/MIN 12630033 Rs.5/MIN 12630000 NA Rs.5/MIN 12630000 NA Rs.5/MIN 12630000 NA
COMDEY DEVOTIONAL MUSIC STATION VOICE CHAT CRICKET CENTRAL
Rs.1/MIN 12630036 Rs.5/MIN 12630000 NA Rs.1/MIN 12630032 Rs.19/MONTH Rs.1/MIN 12630035 Rs.19/MONTH Rs.30/MONTH
12630031 12630031 12630032 12630032 12630033 12630033 12630035 12630035 12630036 12630036
On Mobile .5/MIN 12630000 NA Rs.IVR IVRGSM
SERVICES RINGTONE DOWNLOAD COMDEY DEVOTIONAL MUSIC STATION CRICKET CENTRAL
SUBSCRIPTION ACTIVATI DEACTIVAT CHARGES ON ION
Rs.30/MONTH Rs.19/MONTH Rs.IVRS on 12555
FAVORITE and DOWNLOAD. sounds & smileys. Rs 7/ week Normal GPRS charges will be applicable for downloading the application
How to Unsubscribe: SMS “UNSUB YO” to 54444
CALL TRICKER :
. backgrounds. DRAFT. he has to draft the SMS using this YO SMS application & send it as P2P SMS.SMS based Services
YO SMS:This service allows a subscriber to send SMS in different colors. which essentially gives effect of MMS Requirement: • • GPRS/MMS enabled Mobile. Whenever the subscriber has to send colourful SMS to his known’s. go to the site and download & install the application. SENT ITEMS. • Activation/Subscription of YO SMS Send SMS YOSMS To : 54444 • A WAP link will be received. • Click on the WAP link. Tariff for YO SMS:Subscription Charges : Rs 20 /Month. • Application Manager will be installed with the procedural icons of Messaging such as INBOX. GPRS is required only for downloading/ upgrading the application which is required for composing & viewing the SMS. COMPOSE.
To accept call using call tricker with specified sound file. User can select any sound from the list.
Deactivation: User can deactivate Call tricker by clicking Deactivate in the application. rain. Feelings. Click on the WAP link.amr format. The file has to be recorded using inbuilt call recorder provided in the application. • If user already has sound file which he wants to play using call tricker. then he has to store those sound files in C:Sounds folder in . Install Call Tricker application on handset. Career. Once you download and install call tricker to your mobile. This sound runs in background while talking over the mobile phone. It will be visible in the application menu of your handset. To accept call as normal call (without Background) >Press Up Navigation Key Change default Sound: Press Down Navigation key. on every call user will get a popup on main screen. > Press Centre Key of navigation. The background sound can be traffic. Visa. Love. Subscription Charges: Rs 20/month
Activate/Deactivate Call Tricker Activation: If this option is set to Activate. To launch or customise this application go to menu > applications > call tricker. Workplace. Requirement: GPRS/MMS enabled Mobile only for downloading the application Installing Call Tricker ○ ○ ○ ○ ○ ○ ○ Send SMS as CALL To : 52222(Toll Free) A WAP link will be received. Family.With this service a user can play various pre recorded sounds in the background while accepting the call.
How to Unsubscribe Send SMS “UNSUB CALL” to 52222
SMS Counseling : This service provides counseling service for the general problems/queries of the subscribers from expert counsellors across the globe in 6 major fields viz. train etc. go to the site and download the application.
. Stress Management. This option will give all the available sounds. Record Background Sound • User can also record the sound as per his choice and store it.
Reply will be received within 4 hrs. 6/. Reply (MT SMS) received will have different categories like Love (A) Workplace (B) Family (C) Feelings (D) Career (E) Visa (F) SMS will be required to sent again with categories eg.4/.(maximum) Incase if category and sub-category is known. can send his question and gets reply for Rs.2/. the user can send a single MO SMS with @Rs. Subscribing for SMS Counselling:SMS HOPE to 54000.4/-for MT SMS (answer to the query). 10/. sub-category & for asking the query and Rs.for MT SMS (answer to the query). HOPE C to 54000 Reply(MT SMS) received will have different sub-categories SMS will be required to be sent again with sub-categories and the problem/query eg. 6/-(minimum) & Rs.
Tariff for SMS Counseling:Subs.having category. HOPE C 2 to 54000 Reply (MT SMS) received will have solution to the query raised. sub-category & query and Rs.This is a confidential counseling service as the SMS are received on mobile which is personal mode of communication and the counsellors do not have any clue about the customer’s name etc.
.for 3 MO SMS’s for getting the main category. Otherwise Rs.
Requirement: GPRS enabled Mobile Important Features of Handset Security Service:• When the service is in activated mode it will report all the activities performed on the stolen phone to the pre-configured phone like ‘outgoing calls made to’.22:8100/maverick/msmdwnld. ‘incoming calls received’.
SUBSCRIPTION & UNSUBSCRIPTION of Handset Security Service:-
To Subscribe: Send SMS ms to 52222 Reply from 52222: A new software. ‘new contacts added. You have been charged Rs25 for subscription’s 1.0. Rs 25/mnt. ‘messages sent & received’ along with numbers. does not ring (hence the thief does not come to know about the call) but the call gets established and you can listen to what the thief is talking.Handset Security Service
This service provides a solution for security of subscriber’s mobile handset.jsp Click the url to download the Software. ‘ missed calls made & received’. then the stolen no. the software will install in your mobile. to stolen no.140. After installation you will get message as follows: Reply from 52222025: Thanks for subscribing for MSM for 1 month. subscriber gets a message about the change of SIM to pre registered Mobile nos. Whenever a Mobile phone is stolen & SIM is changed. which secures your handsets.100. Customer Care or 9422315596. Click http://203. Spy call: If a call is made from reporting no.
2 per SMS Subscription – Rs-25/month Data charges – applicable as per plan.To Unsubscribe: Send SMS unsub msm to 52222 Using Handset Security Service Add Reporting Contact Number: Press *123* followed by password ajt (default passwd.
. Go to options and enter the reporting number by selecting the “Add reporting Number” or “Add from phone book” from Menu. Reporting Contact number can be any other mobile number on which user want to receive all the reports related to his Lost/Stolen phone. User can add multiple Reporting contact number. user can change it). Charges for Handset Security Service: Charges for SMS sent for subscribing to the service -Rs.
Subscribe: SMS “Subscriber’s name” to 55563. Everything from registering on Mobshare. No need for a PC or internet. Mobshare works on all GPRS enabled camera phones 3.mobshare. to creating a broadcast list. No application to be downloaded or installed on the phone. Mobshare is an open eco-system which allows BSNL users to share photos with not just BSNL users but across other Mobile Operators as well.MOB Share
It allows mobile users to instantaneously share mobile media viz. 2) Your friends get the request automatically 3) They accept your request 4) They get a confirmation message and are also invited to join Mobshare 5) You receive a conﬁrmation SMS
Broadcast by MMS your photos to email@example.com. to sharing photos can be done directly from the mobile 2.in
.in Eg: Mike to 55563
To Add Friends To Your Broadcast List: 1) SMS with their mobile numbers seperated by commas or business cards to 55563.
Unique advantages: 1. photos and videos with other BSNL mobile user directly using a GPRS enabled phone.in Web: www. You get a confirmation message To Unsubscribe : SMS “CANCEL” to 55563 (or) SMS UNSUB ALL to 55563 • • WAP: m.
To add more.mobshare.m.
.in You receive confirmation of photo/video successfully uploaded as SMS with WAP URL.mobshare. reply with more Mobile nos
photo/image to firstname.lastname@example.org/r/397z
Friends added to your broadcast list will receive an SMS alert. with photo/video WAP URL.com.25/month MMS revenue
Features of Mob Share Users can comment on Photos Download from among multiple sizes of the photo Navigate to other photos uploaded by the user Browse through accounts of other users Login & upload photos/videos via GPRS Change privacy settings Manage Broadcast list Turn off broadcast
What if I want to upload the photo/video whose size is more than 180KB? A) It could be uploaded through WAP-GPRS enabled mobile set by accessing the site www. • For Customers – – – • Photo sharing with multiple friends at the cost of 1 MMS No issues of MMS Inter-operator connectivity Online backup of photo
For BSNL – – – – • • • • • • • • High user engagement Increased GPRS usage Subscription revenue @ Rs. Photo successfully uploaded! Photo link: http://m.
c. Sharing/sending of news through MMS. b. Search on the newspaper contents. My store (for saving particular articles for future reference) e. The various features of the mPaper service are as follows:a. After free trial period monthly fixed charges will be as follows : One newspaper Rs.2 per SMS Subscription Rs-20/month OR Rs.
MOBILE NEWSPAPER SERVICE
This is a new value added service under cellular services (both prepaid and postpaid GPRS subscribers) in the name of "MOBILE NEWSPAPER" (mPaper) the WAP portal of BSNL "Cell One Safari". How many Photos/videos I can store? A) You can store any no. d. All newspaper sections. except classifieds. Auto image and text resizing.per month
. there is no storage charges
Mobile Data Security & Back up Service
SUBSCRIPTION & UNSUBSCRIPTION:To Subscribe: Send SMS Dat to 52222 To Unsubscribe: Send SMS unsub msm to 52222
Charges for Mobile Data Security & Back up Service Charges for SMS sent for subscribing to the service -Rs.
Tariff: A free trial period of one month after the launch of service is offered.applicable as per plan. of photos/videos. 200/ year Data charges . 30/.
To Unsubscribe: Type on mobile <unsubemail> & send to 57474
You will get the Response message: Works well in G-mail and Indiatimes
Compose Email From Mobile: Type on mobile <Mail Id of receipient><space><Text Message> & send to 5747422.2007
Rs. REP id. 50/.per month
E-Mail on SMS
This application makes it possible for a subscriber to receive mails on his/her mobile as SMS.Three newspaper The above tariff will be applicable from 16.
. REPALL-reply all. Good for staff on the move in field and who need to be contacted by their office people
Susbription to E-Mail on SMS:-
To Subscribe:: Send SMS “subemail” to 57474 Response message from 56688025: Thank you for subscribing to Pocket Portal service of BSNL.03. You will be receiving email forwarding configuration in the next SMS from 574744025. REP-reply. REPALL id to reply & reply all to old mails from 57474422.net to receive mails on your mobile. It is also used for receiving/sending mail through mobile phones without using GPRS. Please forward your mails on mobileno@pstpl.
Response message: Mail has successfully sent from 5668822. Example: Send Rep sdesmsc@yahoo.Response message: Mail has successfully sent from 5747422.25/month
. Charges Subscription – Rs. E-Mail on SMS Reply of Old email: Type on mobile <rep><space><id><space><Text Message> & send to 5747422.co.in thanks to 56688 Response message: Mail has successfully sent from 5747422. Reply of recent email: Type on mobile <rep><space><Text Message> & send to 5747422.
Details regarding change in APN settings will be intimated later by Zones.tv application. From 15th Sep 2009 onwards.TV in Mobile handset for BSNL Customers:The subscribers will be able to watch both Live TV and On Demand Video while on move. Activation: • • • • To avail this service.Delivers wide varieties of contents for mobile TV & video solution to BSNL’s EDGE/GPRS/3G Customers. Go to options button and select the subscription Plan either Monthly Plan or Pay-Per-View plan.watch any channel (Premium/nonpremium/regional/non regional) unlimited viewing for one full day Monthly subscription for one non premium/non regional channel out of 35 Non premium/ non-regional channels Monthly subscription for bouquet of 12 non premium/ nonregional channels out of 35 Non premium/ non-regional channels Monthly subscription for one regional/premium channel out of 12 regional/premium channels.TV application. You can also download the application from http://59. BSNL along with APALYA Technologies provides world class TV through GSM mobile Handsets to BSNL’s EDGE/GPRS/3G customers – MymobiTV. 2G subscribers having EDGE/GPRS needs to send an SMS MYTV to 55447 and download mimobi. 3G subscribers needs to send an SMS MY3GTV to 55447 and download mimobi.
Subscription Packages: Within the MIMOBI.TV client.TV icon will be available in your phone and click it to go through the registration process. Price points Plans Rs 10/Per day per channel. Then MIMOBI. •
Rs 30/Rs 99/-
. download MIMOBI. in the main screen you have options to choose different subscription packages• Monthly Plan and • Pay-Per-View Plan.162.TV.TV is offered in five different packages.166.210:8080/OTA/DownloadMimobiTV/ To register for MIMOBI. Browsing Charges in accordance with 2G Data Plans & 3G Data Plans will be applicable.tv application. • To get more detailed information regarding these plans you can get information from HELP menu Mobile TV • MIMOBI.
provided you have enough balance to get registered with it.
1.TV you must have minimum of 2MB free memory in your handset.
Rs 30/Rs 99/-
WAP/Memory support: • • • • If you have a WAP plan.Rs150/Price points Rs 10/-
Monthly subscription for 15 specified non premium channels (including some regional channels). In case you don’t have so much free memory a message showing ‘Not Enough Memory’ will flash on your mobile. Plans Per day per channel. To install and run the MIMOBI.TV. You just need to have model that supports MIMOBI. Monthly subscription for 15 specified non premium channels (including some regional channels). you can use MIMOBI.watch any channel (Premium/nonpremium/regional/non regional) unlimited viewing for one full day Monthly subscription for one non premium/non regional channel out of 35 Non premium/ non-regional channels Monthly subscription for bouquet of 12 non premium/ nonregional channels out of 35 Non premium/ non-regional channels Monthly subscription for one regional/premium channel out of 12 regional/premium channels.TV. With Monthly subscription package: You are free to view specific channels grouped for that plan for a whole month.TV accessing is not dependent on access point. MIMOBI. You can activate MIMOBI. Which mobile device are you using?
.TV if you have a prepaid connection also.
Which mobile network are you using? a) Airtel d) Tata Indicom b) Vodafone e) Idea c) BSNL
Tata Indicom 4
. This shows that there is a lot of scope to increase the use of GPRS enabled handsets. which supports many features and contribute to the development of Value Added Services.
2.a) Basic Mobile
b) GPRS enabled
Basic Mobile 28
GPRS Enabled 42
INFERANCE:In the above table and graph it is clearly shown that 42% of users are using GPRS
enabled phones where as 28% of users are using basic models and 30% of users are using other phones.
16% postpaid customers and 12% customers who are using both prepaid and postpaid services. Which type of connection are you using? a) Prepaid
Postpaid 16 Both 12
INFERANCE:According to the above table and pie chart it is clear that there are 72% prepaid customers. 4% are using Tata Indicom. 28% are using Airtel.
3. What is your approximate monthly spending on mobile usage?
.INFERANCE:According to the above table and graph it is clear that 58% are using BSNL. 2% are using Idea.
4. then there will be a scope for the increase in spending. In my survey the data conclude that there is large number of customers for BSNL and the tough competitor is Airtel. which in turn provides an opportunity to improve the spending on Value Added Services. 12% are using Vodafone. If the postpaid customers increase in number.
5% users are spending more than Rs.600 – Rs.1000 15
>Rs. 26% users are spending between Rs. giving extra talk time to attract the customers.1000 . It will be better if there is improvement in the tariff plans like increasing the validity period.300 d) >Rs.600 – Rs.600.300 54
<Rs. Do you have awareness regarding the following Value Added Services of mobile networks?
a) b) c) d) e) f)
SMS Caller Tunes News Alerts Internet Mobile TV Mobile News Paper
0 0 0 0 0 0
Yes Yes Yes Yes Yes Yes
0 No 0 No 0 No 0 No 0 No 0 No
INFERANCE:According to the above table and graph it is clear that nearly 54% users are spending less than 300Rs.600
c) Rs.300 – Rs. 15% users are spending between Rs.300 – Rs.600 26
Rs.600 – Rs.300 – Rs.1000.a) <Rs.1000
SMS Yes No 98 2
Caller Tunes 58 42
News Alerts 6 94
Internet 63 37
Mobile TV 4 96
Mobile News Paper 0 100
INFERANCE:According to the above table and graph it is clear that there is a good awareness of SMS(98%). the mobile operators have to promote these services more effectively by frequently advertising in TV channels.
4. Very few people knew about these services. Mobile News Paper(0%) etc. newspapers etc. could not reach customers that well. Mobile TV(4%). Caller Tunes(58%) and Internet(63%)t in customers but the services like News Alerts(6%). So. Through which means of sources the available Value Added Services that are available are being communicated? a) Service messages b) Service calls c) TV advertisements d) Company websites e) Advertisements in Retail shops
15. TV advertisements. By improving the other communication devices like Service calls.Service messages
Service calls TV Company advertisements websites
Advertisements in Retail shops
Number of respondents
Percentage of respondents
27. Company websites and Advertisements in Retail shops so that there will be an opportunity to improve the spending on Value Added Services.18134715
INFERANCE:According to the above table and graph it is clear that nearly 50% users are being communicated through service messages and service calls.02590674
So it is better if the customer is provided with innovative SMS offers to attract the customers.
5.4. Do you use SMS offer on your mobile? a) Yes b) No
INFERANCE:According to the above table and pie chart it is clear that 74% customers are using SMS packages and 26% are not encouraging the SMS offers. If you want to have caller tune on your mobile. how do you activate it? a) By getting code from customer care(through call or message)
So it is better to improve customer care services through service messages. If you are not using the Value Added Services. 2% by seeing code in TV.b) Offered by customer care c) By seeing a code in TV d) Copied from friend’s mobile
By getting code from customer Offered by care(through call or message) customer care 3 73
By seeing a code in TV 2
Copied from friend’s mobile 1
INFERANCE:According to the above table and graph it is clear that nearly 75% users are activating the caller tunes when offered by customer care. voice based interactive sessions etc. 1% users are copying from their friends mobile. 3% by getting code from customer care(through call or message) .
4. what could be the reason?
a) Lack of knowledge on how to use
b) Cost factor d) Not required Dissatisfaction with Not required services 10 62
c) Dissatisfaction with services Lack of knowledge on how to use 12 Cost factor
By implementing this service. 12% users are dissatisfied with the services.By implementing some changes. there is a chance to attract customers who are not using Caller Tunes. 16% users are feeling it is bit costlier. only because they find it difficult to activate tunes. 10% users are not using due to lack of knowledge . Would you find it easier if the caller tunes are activated by the retailers?
a) Up to some extent
b) Very helpful
c) No difference
Up To Some Extent 6
Very Helpful 75
No Difference 19
INFERANCE:According to the above table and pie chart it is clear the nearly 75% users find it easier if the caller tunes are activated by the retailers.
4.INFERANCE:According to the above table and graph it is clear that nearly 62% users feel that value added services are not required. there is a chance to attract customers who are not using Caller Tunes.
How often do you participate in the games/quiz contests conducted by the mobile operators from your phone? a) Rarely d) Never b) Regularly c) Most of the time
Most of the time 4
INFERANCE:According to the above table and graph it is clear that 84% of users are not participating in the contests and game shows conducted by TV channels and mobile operators. Of
12. Give the priority of Value Added Services you would like to have in your mobile? a) SMS d) GPRS/MMS Categorie SMS b) Caller Tunes e) Mobile Games Caller Tunes 28 News Allerts 5 GPRS/MM Mobile S Games 53 75 c) News Alerts
No.4. These customers can be involved by offering attractive prizes for randomly selected participants for their participation.
Rs.68503937%).02362205%) and GPRS/MMS((number of respondents is 53.100 d) >Rs.527559 06
INFERANCE:According to the above table and graph it is clear that there is a good priority towards SMS(number of respondents is 98.100 – Rs.61417323%).100 5
Rs.5275677%) .150 8
>Rs. percentage of respondents is 36. caller tunes. percentage of respondents is 11. How much amount do you spend approximately on various services and offers other than calls (SMS packs. so it is clear that there is no priority given to caller tunes.Respondents Percentage Of Respondents 36.866141 73 29.150
13. percentage of respondents is 29.100 – Rs. percentage of respondents is 9.023622 05 1.0 c) Rs. News Alerts(number of respondents is 15. news allerts.968503 94 20.30 .)? a) Rs. Mobile Games(number of respondents is 75.86614173%) in customers but the services like .61417 32 11.30 . percentage of respondents is 20.Rs.150 b) Rs. mobile games it should be improved.150 85
. GPRS etc. Caller Tunes(number of respondents is 28.
What is your satisfaction level of speed while using the internet (GPRS) on your mobile? a) Excellent b) Good c) Bad
INFERANCE:According to the above table and graph it is clear that 78% of the users are not satisfied with the speed. What is the response time of the customer care centre to solve the problem when posted any complaint? a) Within12 hrs b) 12 hrs – 24 hrs c) More than 24 hrs
. If the speed is improved then it may be utilized by many customers in turn it provides an opportunity to improve the spending and utilization of internet (GPRS) on mobile. 8% users are spending between Rs. 85% users are spending more than Rs. 98% of customers are spending moderately on VAS.30 – Rs.150.According to the above table and graph it is clear that nearly 2% users are spending 0Rs. 16% of the users are satisfied with the speed and gave good and 6% of the users are fully satisfied with the speed and gave excellent.100.100 – Rs. 5% users are spending between Rs. Nearly.
14. It is clear that 2% of customers are not using any type of Value Added Services (VAS) in their mobile.
12PM-1PM and 6PM-7PM is to be improved. ➢ BSNL is the best provider of Value Added Services to their customers but it failed in getting aware of those Value Added Services among their customers. ➢ The activation process time of the various Value Added Services is time taking process. It will be a big loss to the organization. ➢ Most of the respondents felt that the network in peak hours i.
➢ When customers asked to choose the best cellular network provider most of the customers choose BSNL. ➢ In some cases Hello Tunes are unnecessarily activated and the amount is deducted from the balance of customers it should be rectified otherwise the customers may shift to other networks. From the data it is clear that the response time for solving the problem is very good. 6% of the users said that the response time of customer care centre is between 12 hrs-24 hrs..
. This is also one reason for not using Value Added Services properly by the customers. ➢ In my survey I found that most of the BSNL customers are government employees.e. 2% of the users said that the response time of customer care centre is more than 24 hrs.Within12 hrs 92
12 hrs – 24 hrs 6
More than 24 hrs 2
INFERANCE:According to the above table and graph it is clear that 92% of the users said that the response time of customer care centre is within 12 hrs.
So. But. Mobile News Paper and News Alerts among customers. ➢ Customers having less awareness about the Value Added Services provided by BSNL.
➢ There is very least awareness of Mobile TV. It should be rectified by frequent advertisements through the services messages and TV advertisements.
. the students can be provided with some special offers and they can be encouraged to use Value Added Services. ➢ In my survey I found that the speed while using INTERNET (GPRS/MMS) is very poor and frequent disconnection of net is experienced by the customers. the students are limiting their usage because of the cost factor. ➢ Most of the customers felt that it will be helpful if the Caller Tunes are activated by the retailer.➢ Customers are expecting special SMS packages to be provided by the BSNL. ➢ BSNL has to improve the customer care service for increasing customer loyalty.
➢ The students are the driving force behind the development of these services. ➢ BSNL should come out with more innovative packages to attract their customers to use the Value Added Services frequently. which I have identified as the effective sources of communication. these services can be more frequently advertised through the services messages and TV advertisements. which I have identified as the effective sources of communication. So.
So. pie charts. IVRS etc in addition to print and electronic media so as to push the services. B.
. I am so thankful to them for giving me suggestions and supporting me in completion of my project. broadcasting SMS. that more customers will show interest in using Value Added Services. In my survey I came to know that the network in peak hours i. B. Faculty Member (SIMS) and external guide MR. ➢ Decrease activation charges of Value Added Services.➢ Most of the adults are feeling that they do not require Value Added Services and they are still viewing the mobile phone as just a device to transmit voice calls. 12PM-1PM and 6PM-7PM is not proper. So. VISAKHAPATNAM.
➢ BSNL should provide good coverage and network clarity..
In my project I took 100 samples for conducting the survey and collected data from all the 100 customers through the structured questionnaire prepared by me.Kiran Kumar. This group of users has to be educated about the benefits of these services.
Hence the project titled “AWARENESS OF MOBILE VALUE ADDED SERVICES WITH REFERENCE TO BSNL. telephone bills.e. ➢ The speed while using INTERNET (GPRS/MMS) is very poor and frequent disconnection of net is experienced by the customers. bar diagram. After collection of the data I transmitted the gathered data into the form of tables. Must give widespread publicity to Value Added Services through messages in local TV channels. I suggest you to rectify the network problem so that more number of customers will be added.Ravindra Kumar. ➢ BSNL has to put more effort in making their customers to get aware of the various Value Added Services provided by them. It should be rectified. Assistant General Manager (BSNL).” is successfully completed under the guidance of internal guide MR.
I analyzed the data and gave some findings. and recommendations (or) suggestions keeping in mind the information I am having. broadcasting SMS.
Personal Profile:Name: Telephone Number: Gender: Male Female
. it may help BSNL in getting aware of their Value Added Services among their customers. To bring awareness about the Value Added Services BSNL should widespread publicity through messages in local TV channels. telephone bills. These all suggestions were given in the study. IVRS etc in addition to print and electronic media so as to push the services.
Finally I conclude by saying that the customers are less aware of the VALUE ADDED SEVICES provided by BSNL. I hope it will be useful to the BSNL in implementing modifications if any and also it may help in improvising the quality of the customer service to their customers. If not please ignore it.
Profession: Student Interests: Music Chat Games Shopping Employee
Reading Books Astrology
Cricket News All The Above
1.300 – Rs.1000 d) >Rs.600 – Rs. Do you have awareness regarding the following Value Added Services of mobile networks?
a) SMS b) Caller Tunes 0 0 Yes 0 No 0 No
a) News Alerts
.600 c) Rs. What is your approximate monthly spending on mobile usage? a) <Rs. Which mobile device are you using? a) Basic Mobile b) GPRS enabled c) others
5. Which type of connection are you using? a) Prepaid b) Post-paid c) Both b) Vodafone c) BSNL d) Tata Indicom
4.300 b) Rs. Which mobile network are you using? a)Airtel e) Idea 3.
how do you activate it? a) b) c) d) By getting code from customer care(through call or message) Offered by customer care By seeing a code in TV Copied from friend’s mobile
4. How often do you participate in the games/quiz contests conducted by the mobile operators from your phone?
a) Rarely b) Regularly c) Most of the time d) Never
12. Give the priority of Value Added Services you would like to have in your mobile? a) SMS b) Caller Tunes
. Do you use SMS offer on your mobile? a) Yes b) No
5. Through which means of sources the available Value Added Services that are available are being communicated? a) a) b) c) d) Service messages Service calls TV advertisements Company websites Advertisements in Retail shops
4.c) Mobile TV d) Mobile News Paper
0 No 0 No
4. If you are not using the Value Added Services. what could be the reason? a) Lack of knowledge on how to use
c) Dissatisfaction with services
b) Cost factor
d) Not require
4. If you want to have caller tune on your mobile. Would you find it easier if the caller tunes are activated by the retailers? a) Up to some extent b) Very helpful c) No difference
gov.150 d) >Rs.bsnl.ap.
WEBSITES:http://www.30 .100 c) Rs.0 b) Rs. caller tunes. What is the response time of the customer care centre to solve the problem when posted any complaint? a) Within12 hrs b) 12 hrs – 24 hrs c) More than 24 hrs
BOOKS:Marketing Management Phillip Kotler. How much amount do you spend approximately on various services and offers other than calls (SMS packs. What is your satisfaction level of speed while using the internet (GPRS) on your mobile? a) Excellent b) Good c) Bad
a) Rs.c) News Alerts d) GPRS/MMS e) Mobile Games
13.100 – Rs.com
.Rs.150 14. GPRS etc.
com http://encyclopedia.gov.com http://trai.in