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					Airtel Teleopti Presentation –
Hasan Mar/08




                                 Abhilasha Hans
                                 India
India – The Land of Opportunities




 2.2% of World‟s Land Coverage
 7th Largest Country by Area
 One third the size of USA
India – The Land of Opportunities




 17.5% of World‟s People
 2nd Most Populated Country
 Four times the USA population
                                                    People’s Purchasing Power

       All Figures - USD
                                                                                                                                                  48,900
        46,000


                                                        36,900
                                                                                        34,400          35,300
                                        33,800
                                                                                                                                        31,000




                                                                                                                               14,600
                                                                                                                      9,700
                         5,300
                                                                         2,700


          USA            China           Japan         Sw eden            India        Germany             UK         Brazil   Russia    Italy   Singapore


                                               Per Capita GDP @ $ 2700
                                               6% of USA‟s Per Capita GDP
                                               7% of Sweden‟s Per Capita GDP
The World Fact book, provided by the Central Intelligence Agency, as of January 24, 2008. All amounts are GDP (PPP)
                      The Emerging Economy

 Third Highest GDP in PPP
  terms
 Second Highest growth rate
  amongst top 10 economies
 Strong GDP growth rate – 9.4%
 Value for money products and
  services – US$ 50 air flights, 2
  cents a minute cell phone
  service and cardiac operations                        1
  by top surgeons at a fraction of
                                     11
  the costs in US
                                           GDP (PPP)
                                                                2
 Competitive and cost conscious
  market necessitating innovation     10
  and cost optimization                 9 8                 3
                                            7 6 5   4
                                              The Indian Telecom Story


   Total Telecom Base                              ~ 230 million                           3rd largest in the world

  Wireless Sub Base                                ~ 189 million                           3rd largest in the world

  Wireless Penetration                             ~ 20%                                   Lowest in the world

    ARPU                                            < USD 9                                One of the lowest

   Mou/Sub/Month                                   > 490 minutes                           2nd Highest in the world

   Realised RPM                                    ~ 2 cents/ min                          Lowest in the world
                                                           (All Inclusive)



                Indian Telecom – Well placed in world telecom space

Source: Based on data in Global Wireless Matrix 1QCL07 - Merrill Lynch .COAI & AUSPI data as at July 31, 2007
               Bharti Airtel – The Telecom Leader

 Company of the Year – ET Corporate Excellence Awards 2006-07


 Top Telecom Company India –        NDTV Profit Business Leadership Awards 2007


 Ranked 3rd for Best Returns to Shareholders –                  BusinessWeek „The InfoTech 100‟ list


 2nd Most Trusted Service Brand –       ET Brand Equity Most Trusted Brand Survey 2007


 Forbes Global IT Excellence Award –           Outsourcing Oscars for Outsourcing arrangement with Nortel


 Best Emerging Market Carrier –       Telecom Asia Awards


 Most Customer Responsive Telecom Company –                          Avaya ET Global Connect Awards




    “Fastest Telecom Company
     in the World to acquire 50
     Million Customers”
            Bharti Airtel – The Telecom Leader




                                                                      60000




“Market Leader with a
                                          Subscriber Growth ('000s)



 market share of all India
 mobile subscribers at
 23.6% ”                            78            450
                                                               3000


                                   1996          2001          2003   2008
                            Integrated Offerings

                            Broadband & Telephone
                                  Services
                             Presence in 94 cities
                             Over 2.0 million customers
                             33.1% subscribing to DSL

  Mobile Services                                           Enterprise Services
                                                               Carriers NLD
 National Footprint                                        National/International
 Market Domination                                          Carrier Services
 Coverage ~ 4,855 census                                   43,658 KM of fibre
  towns & 243,584 non                                       Connectivity to East &
  census towns & villages                                    West (i-2-i and SEA-ME-
                                                             WE-4)
                              Enterprise Services
                                  Corporates
                             One stop telecom solution
                             Personalized Solutions
                             Integrated voice and data
                              solutions

              10th Largest Wireless Operations in the world
                        Regional Diversity


 2nd Most Populous Country with 1.12
  Billion People

 2nd most culturally, linguistically and
  genetically diverse geographical
  entity (African Subcontinent is 1st)

 ~70% population in rural areas

 28 States and 7 Union Territories

 Literacy Rate is 64.8%

 Future growth would only come from
  rural market.
                        Dialect Diversity

                                Agaria, Ahirani, Aimol, Aiton, Anal, Andamanese, Angani, Angika, Ao,
 Assamese, Bengali, Bodo,       Apatani, Arabic, Armenian, Ashing, Assamese, Asuri, Awadhi, Badaga,
                                Baghelkhandi, Bagri, Baigani, Bajania, Balti, Bangni, Banjari, Basturia,
                                Bauria, Bawm, Bazigar Boli, Bengali, Bhanja- bhumia, Bantu, Bharmauri,
   Dogri, English, Gujarati,    Bhairi, Bhili, Bhojpuri, Bhotia, Bhuiya, Bhumij, Bhunjia, Biate, Bilaspuri,
                                Birhor, Birjia, Bishnupriya, Bodo, Bokar, Bondo, bori, Braj Bhasha, Brijlal,

 Hindi, Kannada, Kashmiri,      Bugun, Bundelkhandi, Burmese, Bushari, Chakhesang, Chakma, Chambilai,
                                Chameali, Chang, Changpa, Chattisgarhi, Chikari, Chinali, Chiru, Chote,
                                Churasi, Dalu, Deori, Dhanki, Dhimal, Dhodia, Dhundhari, Didayi, Dimasa,
           Konkani, Maithili,   Dingal, Dogri, Dommari, Droskhat/Dokpa, Duhlian-Twang, English, French,
                                Gadaba, Gadiali, Gallong, Gameti, Gamit, Gangte, Garasia, Garhwali, Garo,
                                Giarahi, Gondi, Gujarati, Gujjari, Gurung, Gutob, Hajong, Halam, Halbi,
Malayalam, Meitei, Marathi,     Harauti, Haryanavi, Hebrew, Himachali, Hindi, Hinduri, Hindusthani, Hmar,
                                Ho, Hrusso, Hualngo, Irula, Jabalpuri, Jangali, Jarawa, Jaunsari, Juang,

    Nepali, Oriya, Punjabi,     Kabui, Kachanga, Kachari, Kachchi, Kadar, Kagati, Kakbarak, Kanashi,
                                Kangri, Kannada, Karbi, Karen, Karko, Kashmiri, Kathiawari, Khadiboli,
                                Khaka, Khamba, Khampa, Khampti, Khampti-shan, Kharia, Khasi, Khaskura,
  Sanskrit, Santhali, Sindhi,   Khatri, Kherwari, Khiangan, Khorusti, Khotta, Kinnauri, Kiradi, Kisan, Koch,
                                Kodagu, Koi, Koireng, Kokni, Kolami, Kom, Komkar, Konda, Konicha,
                                Konkani, Konyak, Koracha, Koraga, Korava, Korku, Korwa, Kota, Kotwalia,
   Tamil, Telugu and Urdu.      Kudmali, Kui, Kuki, Kulvi, Kumaoni, Kunbi, Kurukh, Kuvi, Ladakhi, Lahauli,
                                Laihawlh, Lakher (Mara), Lalung,Lambani, Lamgang, Laotian, Laria, Lepcha,
                                Limbu, Lisu, Lodha, Lotha, Lushai, Mag, Magahi, Magarkura, Mahal, Maithili,
                                Majhi, Makrani, Malankudi, Malayalam, Malhar, Malto, Malvi, Manchat,
                                Mandiali, Mangari, Mao, Maram, Marathi, Maria, Maring, Marwari, Mavchi,
                                Meitei, Memba, Mewari, Mewati, Milang, Minyong, Miri, Mishing, Mishmi,
                                Mizo, Monpa, Monsang, Moyon, Muduga, Multani, Mundari, Na, Nagari,
                                Nagpuri, Naikadi, Naiki, Nati, Nepali, Nicobarese, Nimari, Nishi, Nocte, Odki,
                                Onge, Oriya, Padam, Pahari, Paharia, Palilibo, Paite, Panchpargania, Pang,
                                Pangi, Pangwali, Parimu, Parji, Paschima, Pasi, Pashto, Pawri, Pengo,
                                Persian, Phom, Pochury, Punchi, Punjabi, Rai (Raikhura), Rajasthani, Ralte,
                                Ramo, Rathi, Rengma, Riang, Sadri, Sajalong, Sambalpuri, Sangtam, Sansi,
                                Santali, Sadra, Saraji, Sarhodi, Saurashtri, Sema, Sentinelese, Shekhawati,
                                Sherdukpen, Sherpa, Shimong, Shina, Shompen, Sikligar, Sindhi, Singpo,
                                Siraji, Sirmauri, Soliga, Sulung, Surajpuri, Tagin, Tai, Tamang,
                                Tamil,Tangam, Tangkhul, Tangsa, Tataotrong, Telugu, Thado, Thar, Tharu,
                                Tibetan, Toda, Toto, Tulu, Urdu, Vaiphei, Varli, Wagri, Wancho, Yereva,
                                Yerukula, Yimchungre, Zakring (Meyer), Zeliang, Zemi, Zou.
                      Industry Regulation


 Highly regulated        market   with     extremely
  influential regulator

 Multiple licenses: Wireless, Wireline, ILD, NLD…

 Segregation of Nation into 23 Telecom Circles

 All states & Metro require separate license to
  operate.

 5-6 players in every license area

 Powerful State Run Incumbent Operator, with
  highly subsidized operations
                      Customer Profile


 High number of first time users of the product.
 Unexposed to complex products & billing
  systems
 Prefers phone over self-service.
 No contractual obligations (Annual
  Agreements) with any service provider
 Not tech savvy
 Very low internet penetration
 Extremely sensitive to price
                   The Challenge


    “We cannot direct the wind but we can
    adjust the sails.”
                                         ~Anonymous



   A High Propensity to Call
   Exponential Growth in Customer Base
   Managing Scale without impacting Customer
    Experience
   Reducing Per Customer Revenue
   Huge Variations in Contact Volumes
                                 Innovative Business Model

            The execution strategy               Need to Outsource
                                                  Scalability… Gearing up for growth

                    Strategic                     Retention… Attraction/Retention of best talent
                   Outsourcing


                                                  Predictability… Predictable cost structure

                                                  Accountability… Clearly defined SLAs, Risk Sharing




Partnerships &     Customer         Innovative   Areas Outsourced
  Alliances                         Products &
                                     Services     Information Technology

                                                  Network Management & Maintenance
Leverage on expertise of outsourced partner
                                                  Call Center Technology

          FOCUS ON CORE COMPETENCY                Contact Center Operations

                                                  Others :Payroll ,Accounting etc
            Changing Service Differentiator


  Yesterday                                Today
                       •    Rapidly
                           Changing
                            Market

                                        Customer
                           Dynamics
      Price
     Product                            Experience
      Place                                   Price
                                            Product
                                              Place



“Product” is a short term differentiator and “Service” the
 only long term differentiator among multiple operators
                 The Contact Centre Strategy

Fulfill Customer‟s Demand To “TALK”
      And Manage Growing Cost.
   Manage Call Volumes
      Strategic Outsourcing to world class BPOs
      Consolidate to leverage economies of scale
      Build a “Command Centre” for optimizing resource utilization
      „Kill‟ Volumes

   Customer Profile
      Increased use of IVR, Speech, Web and Non-Voice Channels of
       customer contact through customer education and influence.
      Segmented Service Delivery

   Move to Non-metro cities
      Reduced Attrition
      Lower cost of operations
Contact Centre Roadmap   .
                          The Changing Call Centre Operations




    Multiple Localized Inhouse Centers




                                               OUTSOURCING AT LOCAL LEVEL – MULTIPLE PARTNERS & SITES




Consolidation With 4 Strategic Partners
              Contact Centre Environment

   6 Strategic BPO Partners
   25+ Contact Centre Sites
   5000+ Seats for Inbound Traffic Alone
   12500+ Agents handling Inbound Traffic
   50+ Million Calls at Contact Centers Every Month
   Multiple Wireless, Wireline, Broadband, Corporate
    product offering, IPTV and DTH to be launched
    soon
   Diverse ln-house tools for forecasting and
    scheduling used by BPO Partners
   High Forecast Variation and therefore buffer
                                      Forecast Variation


   CUSTOMER

  First Time User
  Non Tech Savvy
Complexity Confuses
   Wants to Talk                                                           Our Contact Centers
                                                    BPO Partner
                                                                              are Overstaffed to
                                                High Buffers on Staffing      Buffer for volume
     MARKET                                     Lower Agent Occupancy
                                                                           spikes and therefore
  Highly Volatile                                                               face lower Agent
Localized Products                                                           Occupancies. This
                       •     High Variability        Bharti Airtel
Multiple Competitors
                           • In Call Traffic                               leads to overstaffing
                                                  Higher Cost to Serve
                                                Higher Guarantee Payout        by ~20% which is
   COMPANY
                                                                              2000+ Agents and
                                                                                      900+ Seats
    Brand Leader
 Innovative Products
Customer Orientation
                           The Future Outlook


                                                                            Calls



                         +                                   +
      Customer                 Cost of Service
                                                                    50+ Mn contacts
     62M Today                  ARPU < USD 9


                                                                  100+ Mn contacts
125M in next 36 Mths         ARPU is Southbound




                         Increased Call Traffic & Cost



  Optimize Agent              Optimize Capacity              Contact Analysis for
    Efficiency                    Utilization                    Eradication
  Reduce Agent Numbers       Planning, Monitoring, Control       Minimize propensity to call
                         Resource Management
Creation of a Command Centre – A specialized team, working round the
clock, in a state of the art environment, to deliver the following benefits –




                                   Improved Forecast Accuracy
                                   Real Time Workload Management
                                   Improvement in Accessibility & Service
                                    Levels
                                   Business Continuity & Contingency
                                    Management
                                   Optimized Resource Utilization
                       TeleOpti – Where it Fits In

 Contact Volume Forecasting
     Timely Capacity Creation
         Advance Capacity Creation leads to under-utilization
         Reactive Capacity Creation leads to service level impact
     Scientific Forecasting Processes
         Standardization of Forecasting Process
         Due consideration to all call drivers trends
     Reduction in Staffing Buffers
         Reduction in Capacity Requirements
         Planned Management of Spikes

 Workforce Management
     Improved Service Levels
     Higher Agent Occupancy
                                      Superior Cost Control
                                      Better Contact Center Utilization
                                The Impact



 10% reduction in Staffing buffers would deliver USD 44 Million over
   a period of five years

 10% improvement in Agent Occupancies if projected to save USD
   20 Million over a period of five years


                        In addition to…
 Improved Accessibility and Service Levels
 Improved Customer Satisfaction
 Ease of Management of Resources
 Better ROI for the BPO Partners
                        The Progress So Far…

 Teleopti WFM – Pilot Successfully Completed
    Inhouse Enterprise Customer Care Centre
    Improvement in Agent Occupancy by 8%
          Optimized Schedules & Break Management
          Reduction in Call Abandonment
          94% Intraday Forecasting Accuracy – Up from 89% in pre-pilot
            phase

 Pre Forecaster
    Single Circle Pilot Underway
          Monthly Forecasting at IVR & Call Centre Level
          First Cut results at ~95% accuracy at IVR level
     Roll-out of National Centralized Forecasting Process by Q2
Feel free to contact me at
abhilasha.hans@airtel.in

         The speaker is Head of Partner & Capability Management, Airtel
     Customer Service. She has over 18 years of experience in customer
  service spread across Hospitality, Banking, Telecom and BPO industry.

				
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