Organization Structure of any Telecom company seems like a super-set of an FMCG or Banking company. Here is a typical organization structure:
Network operations looks after rolling out BTS's (Base Tower Stations) and their maintenance, along with general maintenance of the signal levels in any area. This department is typical to Telecom only.
IT, Legal, Finance and HR are general departments of any company. So we focus on other 3 critical departments apart from Network.
1. Sales: Telecom sales is perhaps the most intensive and largest department as compared to other industries. A typical distributor does Revenues of about Rs 1 Crores a month and there may be as many as 50 distributors in a typical metro city. In rural areas, sales is done through Associate Distributors which handle an area of Rs 20-30 Lakhs a month. This turn over is huge as compared to any other industry.
Telecom sales is not just about revenues. An equally important part is the acquisition of New Subscribers to build a revenue pipeline for the future, which is done separately for Prepaid and Postpaid or is clubbed under one in many circles/operators.
2. Marketing:
Telecom Marketing is much more than Branding. Usage and retention (promoting better products to customers through micro-segmentation and retention of old base), Value Added Services (includes caller tunes, Data, Mobile Alerts, SMS etc), Roaming, and Acquisition are departments unique to telecom.
Marcom (marketing communication) is the most vibrant and colourful of all departments, especially in Telecom where every 3rd shop is a telecom shop. Little differentiation among offerings from various operators leaves the game to Marcom to position a brand to its target segment. Example customer perception of Vodafone and Airtel is of best network providers, Uninor and Docomo are youth focussed, Reliance and Tata are famous for providing cheap STD calling rates in India.
3. Customer Service:
Telecom after-all is a service industry to its core. Airtel through Airtel Relationship Centers, Vodafone through its Vodafone Stores and Ministores and similarly other operators through various outlets provide customers a resolution to their problems. Call Centers similarly handle all customer queries. CSG (Customer support group) handles CAF (Customer Activation Forms) collection and processing.
4. Credit and Collections
Network operations looks after rolling out BTS's (Base Tower Stations) and their maintenance, along with general maintenance of the signal levels in any area. This department is typical to Telecom only.
IT, Legal, Finance and HR are general departments of any company. So we focus on other 3 critical departments apart from Network.
1. Sales: Telecom sales is perhaps the most intensive and largest department as compared to other industries. A typical distributor does Revenues of about Rs 1 Crores a month and there may be as many as 50 distributors in a typical metro city. In rural areas, sales is done through Associate Distributors which handle an area of Rs 20-30 Lakhs a month. This turn over is huge as compared to any other industry.
2. Marketing:
Telecom Marketing is much more than Branding. Usage and retention (promoting better products to customers through micro-segmentation and retention of old base), Value Added Services (includes caller tunes, Data, Mobile Alerts, SMS etc), Roaming, and Acquisition are departments unique to telecom.
3. Customer Service:
Telecom after-all is a service industry to its core. Airtel through Airtel Relationship Centers, Vodafone through its Vodafone Stores and Ministores and similarly other operators through various outlets provide customers a resolution to their problems. Call Centers similarly handle all customer queries. CSG (Customer support group) handles CAF (Customer Activation Forms) collection and processing.
4. Credit and Collections
This department is a straight lift from any financial company. It handles Postpaid Bill Payments.
