IIPM: “TRAI Can’t Force QOS norms on Operators”

Satyen Gupta, former Principal Advisor, TRAI

Telecom Regulatory Authority of India (TRAI) played a pivotal role in the great Indian telecom success story. The body keeps a close watch on the quality of services offered by the telecom operators to millions of wireless subscriber. However, there is little that the regulator can do when it comes to implementation of these norms on the ground level. Former Principal Advisor to TRAI Satyen Gupta spoke to Akhilesh Shukla about the MNP and regulators role in implementation of QoS norms.

B&E: The churn rate in India is very high, especially in the prepaid segment. Do you think MNP would be able to further escalate the churn rate?
Satyen Gupta (SG): Truly speaking, MNP would not have a major impact on the churn rate in the telecom space. The little churn that we could see would be on the front of high value postpaid subscribers. Most of them are corporate executives or business class people, who need to be connected 24x7. These people need quality service. They have all the reasons to port if they are dissatisfied with the existing service provider. The service provider has to make investments to retain them; otherwise they will see a decrease in top line.

B&E: How would the implementation of MNP impact the service providers?
SG: The marketing budget of telecom operators would significantly go up after the roll out of MNP across the country. The operators have to communicate and educate subscribers about its USP at regular intervals to remain competitive. Investment has to be made on the front of improvement and maintenance of QoS. At the same time, they have invest in retention of dissatisfied subscribers, especially high ARPU ones.

B&E: 3G and MNP were expected in India for quite a long time. Do you think the delay had any negative impact on the sector?
SG: The delay of both the services did not have much impact on the Indian telecom sector. Both the services were present in one form or the other. People looking for high speed connection while on move have already subscribed to EDGE services (2.75 G) for the handset. Similarly, high speed data cards, offered by the CDMA operators, have fulfilled the need for faster internet on mobile platform. Similarly, the dual SIM phones have bridged the gap for subscribers looking for a new operator while retaining the existing number.

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Source : IIPM Editorial, 2012.

An Initiative of IIPM, Malay Chaudhuri
and Arindam Chaudhuri (Renowned Management Guru and Economist).

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