How far has Calcutta Telephones developed with the changing modes of Communication in this decade?
We have changed a lot with the changing modes of communication in this decade. From the electromechanical telephone exchanges, we are now all eletronic. Most of them are converted into digital electronic exchanges. We are going to start Internet connections and ISP in a very short time. We are planning to install ATM and the communication concept is changing to a data mode. In one word, Calcutta Telephones is trying to reorient itself.

What are your modernisation programmes?
There are a number of areas that we have taken up so far for modernisation. Apart from making the exchange electronic, we are transforming the fault-booking service fully automatic through interactive voice response system (IVRS). The telephone line in the business area of the city is being channelised through the optic fibres. By this optic fibre technology, any lines can be incorporated in a single -width fibre. At least 35 Kms. of telephone cable has been propagated without digging the roads through micro tunneling. Another modernisation aspect is the new bill payment system. Also, we are trying to introduce a single window call centre concept.

What are your plans to achieve the customer’s satisfaction?
To become friendlier, we are motivating our staff with better equipments and training. In some cases, we should change our approach too. Actually the scenario has changed a lot what it was a decade ago, though the staff strength has not increased keeping in line with the increasing number of subscribers. A few days back, we cut down the initial deposit from Rs. 3,000/- to Rs .1,000/ -. At the same time, we made the application form free. The transfer of telephone became easier. We started telephone billing system and ATM and Internet services too. Each of the exchanges are becoming a full fledged Customer service centre. Our buzzword is service to the people. Finally, we can assure, people will find us much more productive and customer friendly in the coming years.

What are you doing to improve the billing system?
Already we have a IVRs system to know anytime about customer’s billing condition. Another option of the payment through bank account is also open to all. Though it has not been popular as yet. We are also installing a separate computer network to make an accurate, prompt payment service. We are going to install a separate section consisting of senior officers who will look after the billing problems. At the same time, new software is being developed for a new billing system, which will sort out all billing problems. And the special team will also enquire these cases and provide a duplicate bill if necessary.

What is your opinion about the private participation in the telecom sector?
Obviously, the competition should be increased. But as we are in a public service, the convenience of common people is our top priority. So, we cannot put stress on the aggressive marketing strategy, as done by the private companies. We believe, paying more attention to the Subscribers can easily be helpful to grab the market. Of course, after all that, we are a revenue-generating organisation. And having the adequate infrastructure, we shall remain in the competition keeping other things in mind. Side by side, the stiff competition will definitely increase the value for money, and the ultimate beneficiary will be the customer, and, we believe, monopoly anywhere is not desirable.

What is the present standing of Indian Telecom Sector in comparison to the global standards?
Our penetration on telephone density is very low. Higher population and lower per capita income are the reasons for that. Only the overall economic upsurge in the country can bring about the telecom revolution. In one word, we have done well so far but we have a long way to go from here.