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Sky is the Limit – A Case Study in Customer Experience and Value Creation

Sky is the Limit – A Case Study in Customer Experience and Value Creation

Sarajit Jha – COO, Tata BSS

In 2004, a Leading DTH Operator had set up operations to offer Indian viewers a world-class television viewing experience through its satellite television service. The DTH Operator commenced operations in 2006 and made a strategic choice to bring in expertise on customer care and customer services right from the beginning to become one of the most promising, innovative and customer centric companies in India.

The DTH Operator decided to partner with Tata Business Support Services (TBSS), a wholly owned subsidiary of Tata Sons for its Contact & Customer Service operations in 2006. TBSS provides customer care and allied services to group companies and external clients in multiple segments/ domains across the globe, with a deeper focus in the Indian market.

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