Our VBCS Model is responsible for delivering remote customer contact management over the entire customer life cycle, from pre-sales to service fulfillment.

This would include all customer contacts over electronic and non-electronic media, excluding face to face customer contact.

The contact center would act as an 'outsourced' vendor to the remotely located client, providing customer contact services to its various lines of business and SBUs. This will ensure uniformity and quality of service, optimization of costs and technology across all customer facing business processes.

Technology makes this alignment possible, but processes and customer needs, not technology drives our efforts.

There are 3 major objectives of implementing a robust VBCS strategy.

1. Creating Customer Loyalty - Increased customer retention or ensuring long-term and repetitive purchase and increasing customer share of wallet with us.

2. Serve target customers on an individual basis by providing a single consistent view of the company to the customer in all interactions.

3. Eliminate barriers and distortions created by intermediaries within the channel between the client and the consumer.

Implementing VBCS is like going back to the old way of doing business - one customer at a time, but for millions of customers.

As we move from Customer Retention to strategic Customer Care (step 3 in the graph above) , we have the potential to unlock huge value. We have the opportunity to be the customer's first touch point, whenever he/she uses our telecom services. We can position ourselves to be the contact center for everything the customer may want to acquire through telecommunications, for e.g. banking services, insurance, e-tailing etc.

Furthermore, successful implementation would also pave the way to penetrating the huge international contact center business and IT Enabled Services opportunity.