TATA TELE SERVICES

TEAM: Unconverted Leads (Soumen, Rishab, Kumaraswami, Prasanna)

Final Report Dated: 25/02/2011

1
Executive Summary:

This study was undertaken with an intention to understand the cause behind
unconverted leads at TATA Tele Services in Coimbatore which is dealing in Telecom &
Internet enabled services. The sample size of 149 customers was considered and the
methodology used to execute the project was telephonic conversation and personal visit
by AGA team (Unconverted Leads).

TOTAL DATABASE Received from TTSL of 204 Customers. Out of which 55

customers were repeat customers.

(Customers contacted) Count

Closed 1
Data Card 130
Others 4
Walky 14
Grand Total 149

Snapshot
Row Labels No. of Customers Percentage
Call back Required 27 18%
Lead to other 11
3G 1
Coverage issue 2
7%
Expensive 5
No response from Sales Representative 2
Service Issue 1
No More a Lead 76
Network issue 1
Simply Not Intrested 10
Tariff plan issue 6
51%
Telphone not working 2
Wrong person 2
Wrong person/ never Enquired 27
Wrong Tel no. Provided by TTSL 28
Now TATA Cust 18
Now TATA Cust- But Not satisfied 3 15%
Possible Lead- converted to TATA 1
Possible Lead 13 9%
Grand Total 149 100%

All the 14 contact numbers provided by TATA Tele Services for Walky
enquiries were found incorrect, i.e. they have never contacted TTSL
outlets/representatives.
One of the Potential leads has been converted to TATA photon customer,
post AGA intervention.

2
Original Data Received from Tata Tele Services Ltd:

Out of the total 149 customers, 87% of the expected leads were for Data Card
requirement enquiry.

Database Received (Customers) No. of Customers

Closed 1
Data Card 130
Others 4
Walky 14
Grand Total 149

Current Status:

Numerical View:

Current Status Count of Customers

No More a Lead 76
Call back 27
Now TATA Customer 18
Lead to other 11
Possible Lead 13
Now TATA Customer- But Not satisfied 3
Possible Lead- converted to TATA 1
Grand Total 149

Graphical Representation:

Customer Status (N=149)

Possible Lead- converted to TATA 1%
Now TATA Cust- But Not satisfied 2%
Possible Lead 9%
Lead to other 7%
Now TATA Cust 12%
Call back 18%
No More a Lead 51%

0% 10% 20% 30% 40% 50% 60%

Reasons for more a Lead:

3
Percentage View:

No more a Lead (N=76)

1% 1%
8%
12% Network issue
3%
37% No response by SR.

Simply Not Intrested

Tariff plan issue

Telphone not working

3%
36% Wrong person

Wrong person/ never

Enquired
Wrong Tel no. Provided by
TTSL

Numerical Data:

Reasons for No more a Lead Customer Count

Network issue 1
No response by SR. 1
Simply Not Intrested 9
Tariff plan issue 6
Telphone not working 2
Wrong person 2
Wrong person/ never Enquired 27
Wrong Tel no. Provided by TTSL 28
Grand Total 76

Approximately 51% of the customers are no more a lead as per conversation of Team
(Unconverted leads).

4
Shift of Leads to others service providers:

Reasons No. of Customers

3G 1
Coverage issue 2
Expensive 5
No response from Sales Representative 2
Service Issue 1
Grand Total 11

S.N CUSTOMER
O NAME CONTACT Product Reasons Remarks
Airtel. She found TATA to be
expensive. She has plans of 12 GB
1 Premalatha 9894822044 Data Card Expensive download
Moved to Reliance. Not satisfied
with services. Had TATA photon
2 SIVA KUMAR 9894700066 Data Card Service Issue plus for the last 3 yrs.
MTS- Prepaid. Had demo of Both
TATA & MTS. TATA had no
coverage at Sitra, Nehru Nagar,
3 Arunvinod 9865755355 Data Card Coverage issue Near Airport,
No response
from Sales No sales Rep has assisted him for
4 Ramesh 9842186675 Data Card Representative the past one month. TATA is costly
Balasuburamani Vodafone 3G Airtel 3G Sim Card
5 an 9790554602 Data Card 3G only. As he had the instrument
MTS. TATA Costly Demo already
6 Nirmal 9786777339 Data Card Expensive provided. (Correct name Rajesh)
7 Varathrajan 9751415530 Data Card Expensive Using Reliance.
8 Vinod 9688551245 Data Card Expensive MTS, not interested to talk to us
Product expensive, currently using
MOTS. Not interested in
9 kesaveen 9442506999 Data Card Expensive Appointment
No response
Mohammed from Sales Using Airtel, no response from the
10 Iqbal 9363240919 Data Card Representative TATA Sales Representative
11 Sivakumar 9362629269 Data Card Coverage issue Using Reliance because of coverage.

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Possible Leads:

S.NO CUSTOMER NAME CONTACT Product Remarks

1 krishnasamy 9994989502 Data Card Currently no requirement.
2 Ganesh 9994624552 Data Card Call on 26th Feb.
3 Rajan 9994010177 Data Card Wants SR mob. No. Tariff plans high
No one has contacted till now. Want Demo
And Sales Rep to clear his doubt about Tariff
4 Sathish 9944475649 Data Card plans- Next month
No one from TATA contacted him. He is still
interested. Add- G-2, F-1, VGP Village,
5 Shanmugam 9944313381 Data Card Singanallur.
No one contacted till now. Currently using
TATA Wiz. Wants to upgrade. Add.
6 RAMESH BABU 9894485474 Data Card Ramakrishna Hospital, Coimbatore.
Correct Name-Vinesh. Sceptical about TATA
Plan- Unlimited one (with a Cap of 5GB).
Want rep to be sent at the place with correct
info. Main Req High Speed. Current
Downloads is 30 GB/Month. Address- Hansa
Enterprises, Shop no. 17/39, NH Road,
Coimbatore. Land Mark- 50 m towards left
from Bus stop which is located at Junction of
7 Dinesh 9894244203 Data Card Mill Rd and NH Rd.
Correct Name Kulvinder Singh. Urgent Req.
Plans to shift to reliance. Sceptical about
TATA Plan and High Initial Cost. Already A
8 Arun 9843008618 Data Card TATA User
Demo required. Not one from TATA
contacted till now. Address- 601,edayar
street, Land mark- opp to Maratha Bhavan,
9 Kamaraj 9790666448 Data Card Opankara Street.
10 Arun kumar 9790371734 Data Card Call Back late night
Address- 5, New Anandas Nagar, 2nd street,
11 Saravana kumar 9600965659 Data Card Mulay Nagar.
After 15 March - Send rep, Want good Tariff
12 GURU TRAVELS 9443307192 Data Card plan. Currenlty using Reliance
DEMO already gave, TATA is
costly..Interesting in WALKY….Mangla
Prasad, Address - fluency center, 636,
century tower, 2nd floor, shop no. 33,
ghandhi puram, G P hospital bus stop, near
PANASONIC showroom and Danush Bakery.
13 fluency center 9344821182 Walky 0422 - 4200065.

6
On field Customers Feedbacks:

1. Name: Mr. Nachimuthu

Cell No: +91-78716-87888

Feedback:

- Tata is a company with Ethics.

- The company Lacks in delivering service to the
complaints.
- The tariff is only for premium segment
- The sales representative doesn’t have the knowledge
about the network coverage.
- The customer has some doubts which the
distributor/sales representatives are not able to solve.

2. Name: Mr. Ramakrishnan

The lead which the team had contacted on 22/02/2011, there was an
appointment scheduled today (23/02/2011), a possible lead generator was
converted in to TATA customer with spot payment.

Feedback about TATA:

1. Service provided is good
2. I am a satisfied customer

3. Name: Mr. Mangla Prasad

Cell: +91-9344821182

The lead which the team had contacted on 23/02/2011, there was an
appointment scheduled on 24/02/2011, a possible lead generator will be
converted in to TATA customer, he is just waiting for his son to avail discount
and make payment in any of the TATA outlets.

Feedback about TATA:

1. Service provided is good
2. We Trust in Tata Products
3. His son works in Tata Consultancy Services

7
Our Conclusion:

1. Majority of Customers details are observed to be incorrect

2. There were duplication of the contact details provided to us
3. The leads that have shifted to other service provider are majorly due to the
following:
a. Poor Network coverage and Low downloading Speed were the alarming
responses received from the customers.
b. The Tariffs provided by TATA were more expensive as compared with other
competitors like Reliance, Airtel, Vodafone and MTS.
4. Majority of the customers were reluctant to share information.
5. All the 14 contact numbers provided by TATA Tele Services for Walky enquiries
were found incorrect, i.e. they have never contacted TTSL
outlets/representatives.
6. One of the Potential leads has been converted to TATA photon customer, post
AGA intervention.
7. Feedback received from certain customers: Incase of Up gradation to Tata
Photon from TATA wiz, the discount provided was very less.
8. There is no follow up on the sales representative part once the customers have
enquired about TATA product.

Some of Pragmatic Suggestions which makes TTSL a CUSTOMER CENTRIC organisation

 The Sales representative – should carry a Kit

(1. The customer application form, 2. A demo device, 3.Network Mapping, 4.Recepit,
5.New pack of TATA photon device) – This gives the customer a new experience.

 After payment by the customer – A immediate message to be given to the customer

updating him/her that “Payment Received and Thank you being associated with TATA”

8
Customer Data Base:

CONTACT
S.NO CUSTOMER NAME DETAIL Product Lead/ No Lead Reasons
1 Satish 9345252555 Closed No More a Lead Simply Not Interested
Data
2 Rajee 2442843 Card No More a Lead Simply Not Interested
Nanda/Vishal Data Now TATA
3 Precission 2513064 Card Customer
Data Wrong Tel no. Provided by
4 Hariharamoorthy 2915335 Card No More a Lead TTSL
Data Wrong Tel no. Provided by
5 Jerry 4243251 Card No More a Lead TTSL
Data
6 Jain 4370851 Card No More a Lead Simply Not Interested
Data Now TATA
7 Sakayam 4380083 Card Customer
Data
8 Bakya lakshmi 4508086 Card Call back
Data Now TATA
9 Jaiprakash 6530283 Card Customer
Data Wrong Tel no. Provided by
10 Anbalagan 984223329 Card No More a Lead TTSL
Data Wrong Tel no. Provided by
11 muruges 989443839 Card No More a Lead TTSL
Data Wrong Tel no. Provided by
12 EnoPaul 7200006672 Card No More a Lead TTSL
Data
13 Elayaraj 7667646766 Card Call back
Data
14 prakash 7708295611 Card No More a Lead Simply Not Interested
Data
15 Krishna 8015994178 Card Call back
Data
16 Mahendra 8754481011 Card No More a Lead Simply Not Interested
Data
17 Nagooran 8825761649 Card No More a Lead Simply Not Interested
Data Now TATA
18 Prajit @Campus 8903729757 Card Customer
Data Now TATA
19 MURUGESHNAN 9095197642 Card Customer
Data Wrong Tel no. Provided by
20 Meganathan 9242822603 Card No More a Lead TTSL
Data
21 prakash 9244511226 Card No More a Lead Wrong person
Data Wrong Tel no. Provided by
22 Srinivasan Potti 9244608201 Card No More a Lead TTSL
Data
23 fluency center 9344821182 Card Possible Lead
Data Possible Lead-
24 RAMAKRISHNAN 9344826603 Card converted to TATA
Data Now TATA
25 Martin 9345307831 Card Customer

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 Data Now TATA
26 Vishnu 9360669996 Card Customer
Data
27 Joseph 9361747246 Card No More a Lead Network issue
Data
28 Sivakumar 9362629269 Card Lead to other Coverage issue
Data
29 Satish 9363125936 Card No More a Lead Simply Not Interested
Data Wrong Tel no. Provided by
30 KISHORE 9363209727 Card No More a Lead TTSL
Data No response from Sales
31 Mohammed Iqbal 9363240919 Card Lead to other Representative
Data Wrong Tel no. Provided by
32 Alagiri 9369267426 Card No More a Lead TTSL
Data Wrong Tel no. Provided by
33 balakrishnan 9442217204 Card No More a Lead TTSL
Data
34 kesaveen 9442506999 Card Lead to other Expensive
Data Now TATA
35 Radhakrishana 9443054870 Card Customer
Data
36 GURU TRAVELS 9443307192 Card Possible Lead
Data
37 annamika 9444960055 Card Call back
Data Now TATA
38 Balraj 9486778718 Card Customer
Data
39 Senthil kumar 9500202019 Card Call back
Data Wrong Tel no. Provided by
40 Reena Krishanan 9500794477 Card No More a Lead TTSL
Data
41 raju 9524748174 Card Call back
Data
42 Saravana kumar 9600965659 Card Possible Lead
Data Wrong Tel no. Provided by
43 Haridass 9629186786 Card No More a Lead TTSL
Data Wrong Tel no. Provided by
44 mohan 9677710786 Card No More a Lead TTSL
Data
45 Sasidharan 9677749909 Card Call back
Data
46 Vinod 9688551245 Card Lead to other Expensive
Data
47 Pandian 9710447755 Card Call back
Data Wrong Tel no. Provided by
48 sathis 9747042259 Card No More a Lead TTSL
Data
49 Harharasudan 9750921150 Card No More a Lead Wrong person
Data
50 Varathrajan 9751415530 Card Lead to other Expensive
Data
51 Nirmal 9786777339 Card Lead to other Expensive
Data
52 RAJESH 9789498253 Card Call back
53 Sathishkumar 9789612524 Data No More a Lead Tariff plan issue

10
 Card
Data
54 Jasmandeep 9789699913 Card No More a Lead Simply Not Interested
Data
55 saravanan kumar 9790008081 Card No More a Lead Tariff plan issue
Data
56 arun kumar 9790371734 Card Possible Lead
Data
57 Balasuburamanian 9790554602 Card Lead to other 3G
Data
58 Kamaraj 9790666448 Card Possible Lead
Data Wrong Tel no. Provided by
59 Gangesh 9790681456 Card No More a Lead TTSL
Data
60 manoj kumar 9790681456 Card No More a Lead Tariff plan issue
Data Wrong Tel no. Provided by
61 rajagopal 9804234547 Card No More a Lead TTSL
Data
62 Dhanam 9842102212 Card No More a Lead Telephone not working
Data No response from Sales
63 Ramesh 9842186675 Card Lead to other Representative
Data
64 GOMATHI 9842223415 Card No More a Lead Tariff plan issue
Data Now TATA
65 ramesh babu 9842224073 Card Customer
Data
66 Rajesh 9842233191 Card Call back
Data Wrong person/ never
67 Murugesh 9842233304 Card No More a Lead Enquired
Data
68 ANBALAGAN 9842233329 Card Call back
Data
69 srinivasan 9842239551 Card No More a Lead Simply Not Interested
Data
70 sakthi 9842259599 Card Call back
Data Wrong person/ never
71 murugeshan 9842266739 Card No More a Lead Enquired
Data Wrong person/ never
72 BALAJI 9842724978 Card No More a Lead Enquired
Data
73 arun 9843008618 Card Possible Lead
Data Wrong Tel no. Provided by
74 Manko 9843022000 Card No More a Lead TTSL
Data
75 parthasarathi 9843061639 Card No More a Lead Telephone not working
Data
76 Refique 9843707860 Card Call back
Data Wrong person/ never
77 PRABU 9843791019 Card No More a Lead Enquired
Data
78 dinesh 9843844336 Card Call back
Data Wrong Tel no. Provided by
79 Kumarasamy 9852424150 Card No More a Lead TTSL
Data
80 kesavan 9865235411 Card Call back

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 Data
81 Arunvinod 9865755355 Card Lead to other Coverage issue
Data Wrong person/ never
82 maruthachelam 9893018353 Card No More a Lead Enquired
Data Now TATA
83 Ramanathan 9894089189 Card customer
Sankar/Raaga Data Now TATA
84 Exports 9894243439 Card Customer
Data
85 Dinesh 9894244203 Card Possible Lead
Data Now TATA
86 Muthuram 9894249876 Card Customer
Data Wrong person/ never
87 murugesh 9894355664 Card No More a Lead Enquired
Data
88 RAMESH BABU 9894485474 Card Possible Lead
Data Wrong person/ never
89 Joseph 9894498555 Card No More a Lead Enquired
Data
90 Prakash 9894642123 Card Call back
Data
91 SIVA KUMAR 9894700066 Card Lead to other Service Issue
Data Wrong Tel no. Provided by
92 Saravanan 9894700175 Card No More a Lead TTSL
Data Wrong person/ never
93 rajesh 9894799617 Card No More a Lead Enquired
Data Now TATA
94 Illangovan 9894819469 Card Customer
Data
95 Premalatha 9894822044 Card Lead to other Expensive
Data Wrong Tel no. Provided by
96 Anbu 9894866654 Card No More a Lead TTSL
Data
97 ABDUL SALAM 9894955990 Card Call back
Data Now TATA
98 Suresh kumar 9894960051 Card Customer
Data
99 Selvarj 9894981692 Card Call back
Data Wrong person/ never
100 sreethar 9897871465 Card No More a Lead Enquired
Data Wrong Tel no. Provided by
101 baldraraj 9930623272 Card No More a Lead TTSL
Data Wrong person/ never
102 Gopalakrishanan 9940171692 Card No More a Lead Enquired
Data Wrong person/ never
103 SRINIVASAN 9942164221 Card No More a Lead Enquired
Data
104 Muthukumar 9944170044 Card No More a Lead Tariff plan issue
Data
105 Srikumar 9944220308 Card No More a Lead Tariff plan issue
Data
106 Shanmugam 9944313381 Card Possible Lead
Data
107 mohammed 9944336421 Card Call back
108 Sanmugasundaram 9944450215 Data Call back

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 Card
Data
109 Sathish 9944475649 Card Possible Lead
Data Now TATA
110 vivekanadan 9952103111 Card Customer
Data
111 Thiru 9952254454 Card Call back
Data
112 Sethu 9952410550 Card Call back
Now TATA
Data Customer- But Not
113 Ramanathan 9952410566 Card satisfied
Data
114 mariappan 9952416336 Card Call back
Santhosh/Ethernet Data
115 Centre 9952449971 Card Call back
Data Wrong person/ never
116 jegan 9952716062 Card No More a Lead Enquired
Data
117 Mathivanan 9965815237 Card Call back
Data Wrong Tel no. Provided by
118 manikanndan 9965815251 Card No More a Lead TTSL
Now TATA
Data Customer- But Not
119 Virash 9976043695 Card satisfied
Data
120 Rajan 9994010177 Card Possible Lead Tariff plans high
Now TATA
Data Customer- But Not
121 Naveen 9994056871 Card satisfied Coverage issue
Data
122 Kishor kumar 9994281185 Card No More a Lead No response by SR.
Data
123 Raj Kumar 9994328038 Card Call back
Data Wrong Tel no. Provided by
124 KARTHIKA 9994356786 Card No More a Lead TTSL
Data Wrong person/ never
125 Sreethar 9994440980 Card No More a Lead Enquired
Data
126 Ganesh 9994624552 Card Possible Lead
Data Wrong person/ never
127 karthika 9994671908 Card No More a Lead Enquired
Data
128 krishnasamy 9994989502 Card Possible Lead
7200032324 Data Now TATA
129 sivarajan 1 Card Customer
9842102212 Data Wrong Tel no. Provided by
130 yahoo 2 Card No More a Lead TTSL
9865949442 Data Wrong Tel no. Provided by
131 Ramprakash 0 Card No More a Lead TTSL
Wrong person/ never
132 Deeparaj 9244880006 Others No More a Lead Enquired
133 Suresh 9585836465 Others Call back
134 Sekar 9843618910 Others No More a Lead Wrong person/ never

13
 Enquired
Wrong person/ never
135 Manivanannan 9894170567 Others No More a Lead Enquired
Wrong Tel no. Provided by
136 rajiv 984234547 Walky No More a Lead TTSL
Wrong person/ never
137 Fainic 8015850477 Walky No More a Lead Enquired
Wrong person/ never
138 Satish 8870673169 Walky No More a Lead Enquired
Wrong person/ never
139 sathis 9047042259 Walky No More a Lead Enquired
Wrong person/ never
140 Mayan 9442018490 Walky No More a Lead Enquired
Wrong person/ never
141 sahnthi 9840442418 Walky No More a Lead Enquired
Wrong person/ never
142 sekar 9842213135 Walky No More a Lead Enquired
Wrong person/ never
143 Logesh 9842663366 Walky No More a Lead Enquired
Wrong Tel no. Provided by
144 PRAKASH 9844227710 Walky No More a Lead TTSL
Wrong person/ never
145 jayaprakash 9894136213 Walky No More a Lead Enquired
Wrong Tel no. Provided by
146 Rajesh 9894345474 Walky No More a Lead TTSL
Wrong person/ never
147 mugesh 9894438390 Walky No More a Lead Enquired
Now TATA
148 Devanaka school 9894534475 Walky Customer
Wrong person/ never
149 Kalidasan 9994146819 Walky No More a Lead Enquired

14