'A Stellar Experience at All Touch Points is Needed'

摘要

Alok Kumar, an engineer from IIT Kharagpur, has been instrumental in laying the foundations of Service Delivery organization for leading telecom operators in India - both in the mobile / fixed line & data services. He has behind him 37 years of career spanning sales, ISO 9000 / total quality management including 28 years in Customer Service Delivery, Quality & Enterprise CRM implementation in leading organizations like Xerox, Escotel, Bharti Airtel and now Aircel. In an email interview with Voice&Data, Kumar elaborates about the company's achievements and plans. Some excerpts: