Consumers have been disappointed with Big TV's customer service, claiming to ineffecient and lack of assistance from the distributor or the call center. So I guess the company has taken note of it and set up new support in after-sales service. According to the company, its after-sales team comprising 10,000 trained installation personnel and demonstrators along with customer service are equipped to install 50,000 connections daily.
This move to enhance its service capabilities is in line with Big TV's aim to capture 40% market share in the DTH market.
Mahesh Prasad, president, Reliance Communications, said, "After-sales service is a crucial element of our business. A lot of time and effort has been invested in training our teams in technical aspects as well as soft skills necessary for customer experience management."
Big TV has set up call centres capable of handling queries in 11 Indian languages. Recently, Big TV also improved its graphic user interface by adding couple of new features including direct links like remote key access to Program Guide and select (12 channel mosaic preview), etc.