Study with reference to managing A.R.

C
.(Airtel Relationship Centers)

Submitted to: Submitted By:

Prof. T.V.Ramaraj
Amit
Diwan(06BS0360)
Debabrata
Mukherjee(06BS0937)
M.P.Singh(06BS1658)
 INDEX

SYNOPSIS…………………………………………………………...3

OBJECTIVE………………………………………………………….4

LIMITATION………………………………………………………...5

METHODOLOGY…………………………………………………....6

SCHEDULE…………………………………………………………..7

REFERENCES………………………………………………………..8

SYNOPSIS
India is going to become second largest mobile market of world after China. There are
various mobile service operators operational in India i.e. Airtel, Reliance communication,
Idea, Hutch, BSNL(Bharat Sanchar Nigam Ltd) etc.
Bharti Airtel Ltd is the largest player in mobile telephony market in India and is the third
largest company in terms of market capitalization. It is one of the companies that are
planning to reach $100 bn mark. Bharti Airtel Ltd provides mobile telephony using
G.S.M. (Global System for Mobile Communications) under the brand Airtel.
Airtel is the market leader in Andhra Pradesh circle (the country is divided into 23
telecom circles) with more than 3 mn subscribers.
The team is doing S.I.P (Summer Internship Programme) in Airtel and aims to cover
following aspects in their project:

♠ There are a number of players in mobile telephony market in Hyderabad and all of
them have different models for sales team, customer relationship management,
etc. The project aims at studying the viability of each model and find out the pros
and cons of these models.

♠ Airtel has a unique model to reach its customers and maintain relationship with
them (known as Airtel Relationship Centres). The project aims to find out the
efficiency of these A.R.C.(Airtel Relationship Centres) on parameters like
customer satisfaction, sales generated, employee retention etc.

♠ Sales representatives or Foot on Sales Executives (FSEs.) play a very important

role in increasing the subscriber base. The project aims to study the process used
by FSEs. of different players in the industry and compare them.

♠ The FSEs. work under channel partners(dealers). The study aims

to find out the role played by these channel partners in
development of sales and increasing the productivity of FSEs.
 OBJECTIVES

The team is doing S.I.P (Summer Internship Programme) in Airtel and aims to cover
following aspects in their project:

♠ There are a number of players in mobile telephony market in Hyderabad and all of
them have different models for sales team, customer relationship management,
etc. the project aims at studying the viability of each model and find out the pros
and cons of these models.

♠ Sales representatives or Sales Executives play a very important role in increasing

the subscriber base. The project aims to study the process used by SEs. of
different players in the industry and compare them.

♠ The F.S.Es. work under channel partners(dealers). The study aims to find out the
role played by these channel partners in development of sales and increasing the
productivity of F.S.Es.

LIMITATIONS
 Focus on Hyderabad context: The main focus of the study is limited to
Hyderabad city only.

 Time constraint: The duration of the project is 14-week so the scope of in-depth
evaluation of the E-governance projects is limited.

 Opinion oriented: some of the respondents may tend to get bias towards their
organization and may project a rosy picture which may affect the reliability and
relevance of the study.

 Problem of getting Information on sales force strategies of other competitors

 The sampling technique proposed to be used for selection of sample for collection
of primary data on the processes and practices followed in the industry is Snow
ball technique. Hence there is a chance of biasness to creep in the study.

 Data obtained from the secondary sources may not be exactly applicable in the
practical condition.

METHODOLOGY
 1) Conducting questionnaire survey on three distinct groups of people:-

→Group 1:- Consumer’s Group -consists of Airtel post-paid and pre-paid card users-
to evaluate their degree of loyalty, expectations, satisfaction levels and problems
faced in ARCs.

→Group 2:- ARC’s Floor Manager’s Group -consists of 13 numbers of ARC’s

(Airtel Relationship Center) respective Floor Managers- to find out their views and
suggestions regarding the existing sales procedure and further improvements in their
respective ARCs.

→Group 3:- Bharti Airtel’s Employees Group – consists of the Team Leaders,
Territory Managers, Zonal Managers and Zonal Business Managers and other
employees under the direct payroll of Bharti Enterprises – to find out their
perspectives, ideas, future expansion plans about the ARCs.

2) Collecting, screening and sorting the data of rival telecom companies’ sales strategies.

3) Making a comparative analysis between ARC’s Sales efficiencies and the same of its
competitor’s similar sales force structure (eg:-Tata Indicom’s True Value Hub, Reliance
Telecom’s Webworld, Hutch Shops etc.)

SCHEDULE
Serial No Time Frame Work to be done

1 26.02.07 – 28.02.07 Product Awareness Training

2 01.03.07 – 02.03.07 Conducting Road Shows
3 03.03.07 – 17.04.07 Working with FSEs under the guidance of respective
team leaders to understand the sales procedure of the
ARCs

4 18.03.07 – 19.03.07 Preparing the Project Proposals

5 20.03.07 Submission of Project Proposal
6 21.03.07 – 12.04.07 Conducting questionnaire survey on Group 1,2, and
3 and gaining useful information regarding the
efficiency and productivity of the ARCs.

7 12.04.07-13.04.07 Preparing the Project Interim Report

8 14.04.07 Submission of Project Interim Report
9 15.04.07 – 30.04.07 Collecting, screening and sorting the data of rival
telecom companies’ sales strategies.

10 01-05-07 – 12.05.07 Comparing the efficiencies of ARCs with its

competitors and suggest some alternative strategies
to increase the efficiency of the ARCs and also try
to evaluate the overall implications on sales if these
proposed strategies are implemented.

11 13.05.07- 18.05.07 Preparing Project Final Report.

12 19.05.07 Submission of Project Final Report.

REFERENCES
Websites
http://www.airtelworld.com
www.hutch.co.in
www.bsnl.co.in
www.indiainfoline.com
www.strategicmarketing.com
http://www.domain-b.com/industry/telecom/20050211_fdi_hike.html
Search Engines:-
www.google.com
www.yahoo.com
www.nbci.com