By

Sri G. V. Manoj Kumar

ITS

DGM CFA

BSNL

AIM of the Project

To Create the Broadband awareness in the public.

Generation, provision, maintenance and retention of the broadband leads .

wings of the Project

This project mainly consists of two wings.

1) Generation and Provisioning.

2) Maintenance and Retention

Generation and Provisioning Team

Generation and provision team is responsible for generation of demand and provision of broadband services through various sources and provision of broadband on the same day.

Generation and Provisioning team consists of two officials.

1) Telephone Operator 2) Telephone Mechanic.

Maintenance and Retention Team

Maintenance team is responsible for the rectification of Broad band fault on

high priority and Retention team is responsible for the arrest of broadband
disconnections.

Maintenance and retention team consists of three officials Telephone Operator Telephone Mechanic. Telecom Technical Assistant

Work force of arrow

Functions of TOA (Generation)

The generation team TOA visits the customer premises according to the route map designed by SDE (Arrow). Database is provided to the SDE ARROW by the software team and SDE need to design the route map based on the database. The generation team need to generate leads by

Door to Door campaigns Visit to the Colleges Visit to PSU likes Banks, LIC, APSRTC etc Visit to State Government Offices Convince the customer of Closed Broadband lines

Functions of TM (Generation)

After entering the lead in the ARROW system, SMS will be sent to the

generation team.

Broadband connection to the customer should be provided by the TM with in 24 hours after booking the lead in the ARROW system.

If the lead is new Landline with Broadband, Landline must be provided on the same day and BB must be provided on the second day.

The TM must be in co ordination with considered area Line man and provide the landline on the same day

Functions of TTA (Maintenance)

All the maintenance work should be done by TTA (ARROW)

SMS will sent to the maintenance team after complaint was booked in BB Call Center.

Any Broadband fault should be rectified within 6 hours with the help of TM (maintenance)

Functions of TOA (Retention)

The main function of the TOA is to arrest the BB disconnections.

A database is provided by the software team and TOA (retention) need to visit the customer premises and needs to identify the exact problem of the

customer with the connection and try to solve the problem at the earliest.

He also suggests the customer what is the best suitable plan for the customer and take the feedback from the customer regarding the service

Advantages of ARROW
ARROW is specially designed for booking of Broadband leads only.

Provisioning of Broadband on the same day of booking which increases the

customer satisfaction.

Trained officials for the Rectification of fault on HIGH priority and within less time.

Visiting the customer premises for retention of Broadband connection

Identifying the customer broadband needs and suggest the best suitable plan for the customers.