PROJECT RESEARCH REPORT

on

Promotional Activities of Airtel

Products And Services

SUBMITTED FOR PARTIAL FULFILMENT OF THE

DEGREE OF

MASTER OF BUSINESS
ADMINISTRATION
By
Preeti Suman
(Roll No.: 1315270050)

Under the Guidance of

Mr. JN Giri
Assistant Professor
Mangalmay institute of management & Technology, Greater Noida
(Affiliated to MTU and Approved by AICTE)

PREFACE
1

It's a thing of massive gratification for me to present this Summer Training

Project Report on the topic "Promotional Activities of Airtel Products &
Services" completed in an unrivaled organisation.
I know that even in the areas in which I have a little knowledge, I do not know
enough. There are new tasks in these areas for which tarn not yet equipped with
tested, proven approaches and tools. New areas of challenge and new technology
problems has arisen, where 1 have done 7 little work so far and where I have so
far only ignorance rather than even a modicum of knowledge.
This project attempts to identify and define areas related to consumer behavior
regarding new connection services. It also attempts to develop at least first
approach to these areas, to think through policies, principles, and practices to
accomplish the new tasks and to satisfy the customer needs. By this practical
training I am able to equip the manager with the understanding, the thinking,
the knowledge, and the skills for today's and also for tomorrow's market
exigency.
Initially I was just having the bookish knowledge about all Marketing policies,
practices and functions, but after joining this organization,
I got most of the practical knowledge. I have come to know, what actually
happens in the organizations.
Though it is not possible to have the information of all the spheres in market, in
such a very short period, but I tried to get more and more about all functions
and practices applied in practical working, I have particularly stresses on.
This study, complex as it is, has acquired new dimensions with the dynamic
social and technological changes of the past two decades. Changing technologies,
cultural diversity, more educated work force and awareness of rights and
privileges have prompted a new look at the entire organizational structures and
systems. This project report has been painstakingly and thoroughly prepared to
cover extensively various facets - both micro as well as macro - of the field of
telecommunication marketing. Its coverage is broadand up to date and it is
balanced in terms of concept and application.

Since customers are the most important asset of any organization, there is
increased emphasis on the need for understanding people in a manner to satisfy
them through quality of services. The language of the presentation is highly
communicative so that it becomes interesting and comprehensible.
This project is intended for a wide audience. It will be useful to not only the
students of management, marketing management and consumer behavior, but
also to the people in any other field and management practitioners who want to
understand and enrich their understanding of consumer trends & effectively
manage their sales.

ACKNOWLEDMEGENT
Presenting a Summer Training project of this type is an arduous task,
demanding a lot of time. I cannot in full measure reciprocate the kindness shown
and contribution made by various persons in this endeavor. I will remember all of
them with gratitude.
I am thankful to all those people who has been supported, helped directly or
indirectly towards the project thought their rich and varied teaching, professional
help and encouragement. It was only with the help of their expert guidance that
this project was duly completed.
I am very thankful to has been guided and supported to me at all times.
My sincere thanks towards Mr. Sunil Jain, (Assistant Manager, Airtel), for
giving me a chance to take this project and for her valuable guidance, which
helped me on all those points, which I needed to include in, with full intensity.
I am always beholden to my God, for always being with me and showing
me the right ways, my family, for always doing favors to me and my friends and
colleagues consistently helped with encouragement and criticism throughout the
project work, for always lifting my sights to higher vision, raising my personality
beyond normal limitation and for realizing me my strengths and potential,
specially my brother, as
I did not always welcome her exhortation, "try again; you can do better." But
this project owes a great deal to it - and so do I.

TABLE OF CONTENTS
S.NO. CONTENTS
1.

Introduction

2.

Objective of the study

3.

Research Methodology

4.

Data analysis

5.

Findings & suggestions

6.

Bibliography

7.

Questionnaire

Introduction
Telecom industry has grown up very fastly all over the world with the rapid
changes in Technology & Service market. They had become the necessity of
todays people. In India only there are around 10 Telecom services providers.
Airtel is the longest GSM mobile service provider in India having a reach in
more than 23 telecom circles. Airtel was established in the year 1995 and within
a small time period of 11 years it has achieved a great success. It provides
Broadband (DSL) and Telephone services in 15 Telecom circles in India. It
provides the quality product at very competitive price. Airtel believes in
providing what customers want. They had a wide variety of plans in GSM as
well as in Broadband and telephone services.
This project aims to provide the whole information about the features & benefits
of Airtels products & services. It compares its various plans with other telecom
service providers. Airtel works on the policy of providing maximum satisfaction
to its customers by providing effective and efficient services.
The brand name AIRTEL itself has become the sign of prestige & quality. An
analysis has been drawn from the whole study of the products & by observing
peoples minds through customer interaction & various other resources.

HISTORY OF AIRTEL

Sunil Bharti Mittal

The founder Chairman of Bharti Enterprises

An overview
Bharti Airtel Limited
The company is a part of Bharti Enterprises, and is India's leading provider of
telecommunications services. The businesses at Bharti Airtel have been
structured into three individual strategic business units (SBUs) - mobile
services, broadband & telephone services (B&T) & enterprise services. The
mobile services group provides GSM mobile services across India in 23 telecom
circles, while the B&T business group provides broadband & telephone services
in 90 cities. The Enterprise services group has two sub-units - carriers (long
distance services) and services to corporates.

All these services are provided under the Airtel brand.

Business Lines

Mobile Services

Broadband and Telephone Services

Long Distance Services

Enterprise Services

Building Telecom... Building Relationships

Bharti Airtel Limited, a part of Bharti Enterprises ,is India's leading

provider of telecommunications services. The businesses at Bharti Airtel have
been structured into two main strategic business groups - the Mobility Leaders
business group and the Infotel Leaders business group. The Mobility business
group provides GSM mobile services across India in twenty three telecom
circles, while the Infotel business group provides broadband & telephone
services, long distance services and enterprise services. All these services are
provided under the Airtel brand.

BHARTIS BUSINESS FOCUS

Vision
THINK FRESH AND DELIVER MORE TO OUR CUSTOMERS
BY:

Ensuring a consistently Delightful Brand Experience at every Touch

Point

Aligning internal as well as customers Facing process

Harnessing it for both Customer and Internal Benefit

Leading Industry Innovation through user friendly products and services

Extending our network while ensuring a World Class customer

experience

Building a Best-In-Class Leadership Team That Nurtures talent at every

level

Creating benefit through Economics Of Scale

10

Market Place

The unprecedented growth in the mobile market is, perhaps, the most vivid facet
of India's economic transformation since the mid 1990s. Mobile technology and
services came to India less than a decade ago. In the early days, a mobile was
seen to be a fashion statement for the rich. Today, it is accepted as a basic
communication medium for all socio-economic segments. As the pioneer and
frontrunner, Airtel has been instrumental in leading and ushering in the mobile
revolution in India. The Indian mobile market is, today, amongst the fastest
growing and the most competitive in the world.There were 34.6 million mobile
phone subscribers in the country as of April 2004 (Source: Cellular Operators'
Association of India and Association of Basic Telecom Operators). With
approximately seven million subscribers, Airtel commands nearly 20% share of
the market - making it the number one brand in the country. Airtel's world class
service and innovative products have enabled it to establish this position of
leadership.

11

Technology and Strategic Aspects

Telecommunication is a vital infrastructure. It is also technology intensive. It is,

therefore, necessary that the administration of the policy in the telecom sector is
such that the inflow of technology is made easy and India does not lag behind in
getting the full advantage of the emerging new technologies. An equally
important aspect is the strategic aspect of telecom, which affects the national and
public interests. It is, therefore, necessary to encourage indigenous technology,
set up a suitable funding mechanism for indigenous R&D so that the Indian
Technology can meet the national demand and also compete globally
Implementation.
In order to implement the above policy, suitable arrangements will have to be
made.
(a) protect and promote the interests of the consumers and
(b) ensure fair competition.

12

Quality of Service (QoS)

As per TRAI Act, 1997, TRAI has to prescribe QoS parameters. Government
recognises that QoS parameters are extremely important and have an impact on
investment and roll-out decisions of operators. TRAI would be requested to
prescribe QoS parameters for provisioning of broadband service using various
access technologies at an early date.

Simplification of SACFA / WPC clearance

The VSAT operators shall be allowed to start the installation process for VSAT
terminals after a period of one month of submitting all relevant documents to
WPC for SACFA / WPC clearance wherever the total height of such installation
is less than 5 meters above the rooftop of an authorised building.
In the case of Receive Only VSAT terminals and DTH with Receive Only
Internet, no SACFA / WPC clearance will be required wherever the total height
of such installation is less than 5 meters above the rooftop of an authorised
building.
Government has decided that the reference to WLL in IND49 of NFAP-2002
shall be deleted to promote use of indigenously developed technologies. This
would enable service providers, other than basic service operators, to use the
1880-1900 MHz band for provision of various services under their licence.
A transparent scheme is being outlined separately for time-bound frequency
allocation, siting clearance and wireless licensing by removing the cumbersome
procedures, computerisation and by setting predetermined standards.

13

Other Issues
Bandwidth a vailability including international bandwidth is a major driver for
broadband services. In a competitive environment, service providers are
expected to take appropriate steps for making required bandwidth available in a
time bound manner within their licence framework. Cost of bandwidth
constitutes a major cost component for Broadband services. Government and
TRAI would address this issue on priority. TRAI has already issued a

consultation paper for international bandwidth leased line cost and is expected
to address the issue shortly.
Governments have recently decided to reduce the licence fee for Infrastructure
Provider category-II, who provides end to end bandwidth, to 6% of Adjusted
Gross Revenue (AGR). Further, the amount of bank guarantee for such service
provider has also been reduced to Rs.5 crores from Rs.100 crores.
National Internet Exchange of India (NIXI) has been set up by DIT, Government
of India to ensure that Internet traffic, originating and destined for India, should
be routed within India. It is expected that NIXI will take appropriate steps for
increasing the utilization of such facilities

ISCAL ISSUES
The Department of Telecommunications assigns a very high priority to
indigenous manufacture of Broadband related equipments. It shall endeavour to
work closely with the concerned Ministries and Manufacturers' Associations so
that the equipments are available at an affordable price. The department is
conscious of the fact that Broadband services can reach the urban and rural
consumers only if services are offered at affordable and easy terms. Department
of Telecommunications will work out a package in consultation with Ministry of
Finance and related Departments as well as concerned service providers to
achieve this.

14

JOB PROFILE
New Delhi, May 17, 2008: Bharti Airtel, Indias leading telecom services
provider today introduced its popular Lifetime Prepaid at a lower price point of
Rs 695 only. Airtel is the first mobile services provider in the country to offer
Lifetime Prepaid at this price point. This is a significant initiative that further
reinforces Airtels commitment to make mobile more affordable and provide
greater value to the Airtel prepaid customer.
Mr. Sanjay Kapoor, President, Mobile Services, Bharti Airtel Limited
said, "As industry leaders, Airtel has always been at the forefront of driving
growth and expanding the market horizon in the telecom space. Lifetime
Prepaid is a revolutionary concept that we had earlier introduced to the Indian
mobile user.

Our 195 Lifetime product is at an attractive price point and it marks our
strategic intent to drive affordability and consumption in the prepaid category
further. Going forward, we will continue to explore innovative products such as
these that will enhance our customers value and significantly contribute
towards increasing Airtels market and revenue share in the future.
The 195 Lifetime Prepaid offers an Airtel user full talk time on all future
recharges. Under the new Lifetime Prepaid, the customer can stay mobile by
paying just Rs. 195 and using a minimum of Rs 200 every 180 days to continue
enjoying lifetime validity benefits. With effect from May 18, 2008, Lifetime
Prepaid 195 is available to all existing as well as new Airtel mobile users.
Therefore, even existing Airtel Easy Lifetime prepaid subscribers can choose to
avail this offer by recharging with Rs 195. Airtel has always been a frontrunner
in providing affordable services to its subscribers, be it with its Rs 200 recharge,
Lifetime prepaid and Easy Lifetime prepaid.

15

Rs 195 Lifetime Prepaid Tariff Details:

* Existing Lifetime prepaid tariffs are applicable
MRP
Rs. 100
Bharti Airtel Limited, a group company of Bharti
Talktime
Rs 10
Processing Fees Rs 80/.55 Enterprises is one of India's leading private sector
Validity
Lifetime providers of telecommunications services with an
aggregate of 40.80 million customers as of end of
April '08, consisting of 68.89 million mobile customers. Bharti Airtel has been
rated among 10 best performing companies in the world in the BusinessWeek IT
100 list.
Bharti Airtel is structured into three strategic business units Mobile services,
Broadband & Telephone (B&T) services and Enterprise services. The mobile
business provides mobile & fixed wireless services using GSM technology across
47 telecom circles. The B&T business provides broadband & telephone services
in 134 cities. The Enterprise services provide end-to-end telecom solutions to
corporate customers and national & international long distance services to
carriers. All these services are provided under the Airtel brand. Airtel's highspeed optic fibre network currently spans over 70,000 kms covering all the
major cities in the country The Indian Telecommunications Market With a
population fast approaching one billion and an under developed
telecommunications
infrastructure,
Indias
unfulfilled
demand
for
telecommunications products and services is huge. India is currently the world's
second most attractive telecommunications products and services market:

Indias teledensity is just 2.38 phones per 100 hundred inhabitants (one of the
lowest teledensities in the world);
2.9 million people are on Indias registered waiting list for phones (it takes two
or more years to get a phone in India);
97 percent of India's 800,000 villages have no telephone at all;
16

The demand for basic telephones lines in India is expected to reach 31 million by
2006, 62 million by the year 2007, and 74 million by 2008, up from the current
total of 12 million, and this will require an investment of at least $70 billion by
2008 (at current prices and import duty structures).

The Indian Telecommunications Market

(US$ million)

2006

2007

2008

Total Market Size

4275

5315

7722

Total
Production

3293

4054

7094

Total Exports

--

--

--

Total Imports

982

1461

1928

651

715

987

Imports
U.S.

from

Local

the

Subsector

(US$ million)

Switching & Transmission equipment

4800

Value-added services

794

VSATs (Very Small Aperture Terminals)

689
Source: National Trade Databank

17

In addition to the pent-up demand for telecommunication products and services

in India, Indian companies have a strong interest in the latest U.S.
telecommunication products and technologies; U.S. telecommunication products
and technologies are highly regarded in the Indian market place. But U.S.
companies cannot afford to passively wait for market opportunities to open in
India. French, German, Swedish, Japanese, Korean, Canadian, Australian,
Singaporean, Finnish, and Hong Kong firms are all aggressively marketing their
telecommunications products in India.
The Current Structure of India's Telecommunications Monopoly Until 1985, the
Indian Telegraph Act of 1885 and the Wireless Telegraph Act of 1932 provided
the legal basis for the central government's telecommunications monopoly.
Under these laws, posts and telecommunications were combined in one P&T
department run by the Ministry of Communications. In the late 1970s and early
1980s protests against poor service by subscribers, politicians, industrialists, and
business leaders coincided with global and national pressure for liberalization.
As a result, a parliamentary committee was established in 1981, which
recommended numerous structural and service improvements. Under the advice
of this committee, Rajiv Gandhi ordered the bifurcation of the Ministry of Posts
and Telegraphs in 1985. A separate Department of Telecommunications (DoT)
was established under the Ministry of Communications and two supposedly
autonomous public sector undertakings (PSUs) were created to expand, develop,
and manage crucial segments of the Indian telecommunications system.
The Mahanagar Telephone Nigam Limited (MTNL) was set up to run services in
Delhi (the nation's capital) and Mumbai, formerly Bombay (the nation's
commercial center), which together account for 25 percent of the nations phone
lines.
Telecommunication in the rest of the country continues to be run as a
government department because of staff resistance to change.
Videsh Sanchar Nigam Limited (VSNL) was set up to run international services.
18

DoT was established as the exclusive, self-regulating provider of domestic and

long-distance service.

From 1992-1996, DoT doubled practically every aspect of the

telecommunications infrastructure in India, from the number of telephones in
service to the long distance route kilometers. DoT did not, however, succeed in
reducing the registered waiting list for telephones, and in 1994, the government
acknowledged the need to liberalize Indias telecommunications market.

19

India's Network Development, 2004-2008

Indicator

2009

2010

2011

2012

2013

Telephones in service (thousands)

6706

7713

8877

10588

12892

Telephone lines per 100

inhabitants

0.77

0.88

0.99

1.15

1.38

New lines installed (thousands)

735

987

1229

1770

2183

Lines in service (thousands)

5810

6797

8026

9795

11978

Lines in service per 100

inhabitants

0.67

0.77

0.89

1.07

1.28

Long-distance route kilometers

94476

107462

122957

142113

168633

Number of village public

telephones

74404

104476

137447

185136

216632

Local call pulses (billions)

29.8

40.1

46.7

58.6

78.5

Registered waiting list for

telephones (thousands)

2289

2845

2497

2153

2277

Source: Department of Telecommunications, India

20

The National Telecom Policy (NTP) of 1994 provided the basis for liberalizing
the telecommunications market. It recognized the importance of liberalization
and private sector participation as key elements of economic development. It
also envisaged, among other things, the provision of basic telephone service by
private companies that would compete with DoT; the establishment of an
independent regulatory body; and the separation of DoTs operational, policy,
and ministerial functions.
The NTP has led to various liberalization successes. However entrenched
bureaucracy, inefficient lobbying and poor public information campaigns have
largely undermined the policy domestically, and demand for telephone lines in
India remains extremely high. On the international front, the NTP has prevented
India from making more liberal commitments to the WTO. India has refused to
go beyond the NTPs very limited policies in making commitments to the WTO
Basic Telecommunications Agreement.

The NTP provides that:

DoT will not be corporatized, which ensures that labor unions have no big issue
to fight;
Private sector companies will be issued licenses for statewide operations in
competition with DoT for basic telephones. This establishes a duopoly system for
15 years in 21 statewide service areas (or circles);
Mobile telephone services will be offered solely by non-DoT private sector
companies, at least two in each service area. The initial license period is 10 years,
extendable thereafter in five-year increments;
Foreign equity participation will be allowed in public telephone operations of at
least 500,000 basic telephone customers and 100,000 mobile phone customers;
Private carriers must commit to public service obligations such as rural area
coverage and public telephones;
Interstate and international telecommunications will be the exclusive monopoly
of DoT and its company VSNL.
21

Projected demand for telephone lines in India

Year
(April- Projected Demand (million Increase
March)
lines)
lines)
2001-2002

17.4

2002-2003

20.5

3.1

2003-2004

23.4

2.9

2004-2005

26.8

3.4

2005-2006

35.7

4.9

2006-2007

45.2

5.5

2007-2008

54.3

6.9

2006-2007

60.3

7.8

2007-2008

71.0

8.7

Source: Department of Telecommunications, India

22

(million

The above was the first phase of the training and the second phase of my
training was to sale the product (life time validity pre paid service)
My job profile in the summer training is of Executive where I have to do an
outside and inside work. As an executive I have to moved in the field with other
executives in order to get convince the customers about to take the service and
get their physical signature in the application form.
The whole work starts from 10o clock and ends in five in the evening.
There are no targets and no selling of these services, just convincing them to take
these services and filled the application form and signed it. Actually the
customers are already been informed by the auto calling system in which the
customers are known by different services available to them.
Till now I have move to more than 150 customers and get there signature on the
application form. Not only the customers but to the dealers also because these
services includes services for mobile phone also. To the dealers I have to make
them aware of the different services.
The second part of the training deals with the official work. The official work
includes the forwarding of the prepaid application form which is submitted by
the different customer. Though this work is given to me for a short period of
time but it gives a different kind of approach.
This is all about my summer training detail. My summer training will end up on
at the end of this month only.

23

Achievements
Airtel's journey to leadership began in Delhi in 1995. Since then, Airtel has
established itself across India in sixteen states covering a population of over 600
million people. Airtel will soon cover the entire country through a process of
acquisitions and green field projects. With a presence in over 1,400 towns, Airtel
today has the largest network capacity in the country.
In the last nine years Airtel has achieved many firsts and unique records: it was
the first to launch nationwide roaming operations, it was the first to cross the
one million and the five million customer marks. It was also the first to launch
services overseas.
There are other 'firsts' credited to Airtel - many of them in the area of innovative
products and services. Today, Airtel innovates in almost everything that it
presents to the market.

24

An excellent example is Easy Charge - India's first paperless electronic

recharging facility for prepaid customers. As evidence of its fine record, Airtel
has also been conferred with numerous awards. It won the prestigious Techies
Award for 'being the best cellular services provider' for four consecutive years
between 1997 and 2000 - a record that is still unmatched. And in 2003, it received
the Voice & Data Award for being 'India's largest cellular service provider',
amongst others.

25

COMPANY PROFILE

Bharti Airtel is one of India's leading private sector providers of

telecommunications services based on an aggregate of 42,267,763 customers as
on July 31, 2008, consisting of 42,611,732 GSM mobile and 2,158,031 broadband
& telephone customers.
The businesses at Bharti Airtel have been structured into three individual
strategic business units (SBUs) - mobile services, broadband & telephone
services (B&T) & enterprise services. The mobile services group provides GSM
mobile services across India in 43 telecom circles, while the B&T business group
provides broadband & telephone services in 94 cities. The Enterprise services
group has two sub-units - carriers (long distance services) and services to
corporates. All these services are provided under the Airtel brand.
Company shares are listed on The Stock Exchange, Mumbai (BSE) and The
National Stock Exchange of India Limited (NSE).

26

PARTNERS
The company has a strategic alliance with SingTel. The investment made by
SingTel is one of the largest investments made in the world outside Singapore, in
the company.The company also has a strategic alliance with Vodafone. The
investment made by Vodafone in Bharti is one of the largest single foreign
investment made in the Indian telecom sector.
The companys mobile network equipment partners include Ericsson and Nokia.
In the case of the broadband and telephone services and enterprise services
(carriers), equipment suppliers include Siemens, Nortel, Corning, among others.
The Company also has an information technology alliance with IBM for its
group-wide information technology requirements and with Nortel for call center
technology requirements. The call center operations for the mobile services have
been outsourced to IBM Daksh, Hinduja TMT, Teletech & Mphasis.

27

BOARD OF DIRECTORS

The Board of Directors of the Company has an optimum mix of Executive and
Non-Executive Directors, which consists of three Executive and fifteen NonExecutive Directors.
The Chairman and Managing Director, Mr. Sunil Bharti Mittal, is an Executive
Director and the number of Independent Directors on the Board is 50% of the
total Board strength. The independence of a Director is determined on the basis
that such director does not have any material pecuniary relationship with the
Company, its promoters or its management, which may affect the independence
of the judgment of a Director.
The Board members possess requisite skills, experience and expertise required to
take decisions, which are in the best interest of the Company.

28

THE COMPOSITIONOF THE BOARD IS AS UNDER:

Sunil Bharti Mittal

Rajan Bharti Mittal
Akhil Gupta
Rakesh Bharti Mittal
Chua Sock Koong
N. Kumar
Kurt Hellstrom
Donald Cameron
Paul O'Sullivan
Professor V.S Raju
Pulak Chandan Prasad
Bashir Abdulla Currimjee
Gavin Darby
Syeda Imam
Ajay Lal
York Chye Chang
29

 Arun Bharat Ram

Paul Donovan

GROUP STRUCTURE

BHARTI TELE-VENTURES LTD.

MOBILITY
AIRTEL MOBILE SERVICES

INFOTEL
BHARTI INFOTEL LTD.

30

FIXED LINE
AIRTEL BROADBAND &
TELEPHONE SERVICES

LONG DISTANCE
AIRTEL LONG
DISTANCE SERVICES

Motto
By 2010, we will be the admiredbrand in India :

Loved by more customers

Targeted by top talent
Benchmarked by more businesses

31

ENTERPRISE
AIRTEL ENTERPRISE
SERVICES

NON FINANCIAL BENEFITS

A wide range of telecom services to choose from(voice telephony, internet

& broadband and data)

A unique Services Guarantee Scheme to give a redemption benefit in case

of faulty bill or dead phone.

Speed benefits to our esteemed customers by way of Club Royale.

Simple, easy and trouble-free procedures to get telephone registered

A single access Customer Care number for the 24/7 dedicated Customer
Care Centre manned by courteous, trained and responsive staff

A team of qualified and trained engineers To provide high quality of

fault repair, & complaint handling, to remove all faults
32

Multiple bill payment options like cash, cheque, credit card, home bill
pay, interest banking etc.

Internet Access surf as much as you like, Indias first truly unlimited
post paid Internet services.

OBJECTIVE OF THE STUDY

Every study is related with some aim or the objective with it. Because no study is
complete without having the definite objectives, which can be summed up as
follows:

1) To study the products & services of Airtel.

To know about their features.

To know about their benefits & advantages.

To provide information to all about the products & services of Airtel.

Airtel is long been committed to deliver what it commits.

33

Its products have their own market segment.

2) To upgrade the practical knowledge.

By knowing about the management of Airtel.

By dealing with customers I had improved my communication skills

which in turn helps me in increasing my confidence level.

3) To get some experience of Telecommunication Industry this would

definitely help in future.
Thus there are the following objective, which can be stated under the described
training.

Welcome
to
the World
34

of
Airtel

Contents

Communicate. Talk. Say .Hello.

Mobil Management. Like a pro.
Say it. In more then just words:
Value Added Services.
Help. Close at hand.
Every where.

35

You live a life time in every moment.

Life call out in many wonderful way.

Inspiring us to express from the heart, reach
Out, share joys big and small with the world
Thought a special someone: Airtel

constantly opening new avenues to voice Your feeling.

36

Give every emotion an expression with Airtel.

Say it with a strong, a picture, a joke, a voice massage

an sms on Airtel. Indias finest mobile service [world of the
coveted Techies award fourth year in a row ] offers exciting and innovative way to express yourself. With world- class technology including 2.5G, GPRS,WAP, intelligent Network, Multi-media Massaging services Complete Internet
Access, and much more.

Freedom of expression. In more then words. Go explore!

37

Communicate. Talk. Say Hello

Check the following three before you make that first call From
Airtel mobile number.

Your phone battery is charre

Your Sim has activated.

The Sim is inserted properly.

38

Call within your city

Any landline phone
Dial the relevant STD code of the place you want to call, Followed by the
number.

Mobil to mobile
Dial the complete 10-digit mobile.

While roaming on mobilewithin the country

Dial 0 followed by the 10 digit mobile number to call back a home mobile
number.

Calling long distance

Making STD calls in a breeze
Now,makingn STD call from your Airtel Postpaid in easy. It available on your
Airtel Postpaid by default, i.e. without any security deposit.

TO a land line phone

Dial the relevant STD code of the place you eant to call followed by number.

Across cities. To a mobile phone

Dial 0, followed by the 10- digit mobil numder

39

Calling abroad
Overseas.On a mobile or a landline
Dial 00 (Intrenational Access code) or +, followed by the Country code, the area
code and the landline or mobile Number.

Recive calls
For a local call the caller simply dials your postpaid mobile Number.

Mobile management. Like a pro.

Know your SIM card better
Know as the Subscriber Identification Module,the SIM is a card Attached with a
small chip that connects you to the world.
Our new 32k SIM offers you enhanced memory and easy access To a host of
exciting services. Using the scoll down SIM menu you can Access the latest on
astrology, cricket, news and a lot more.
On each SIM card you feed in a PIN (Personal Idenification Number) to protect
your card against any misuse. To key in your desired PIN number, refer to your
mobile phone manual.

Personal Unlock Key (PUK)

40

If the PIN is entered incorrectly three consecutive times then your SIM card
shell get blocked. To unblock your SIM you would need to key in the PUK
number. Cell our Customer Care at 9810012345 to get your PUK. Please enter
the PUK carefully as incorrect entry 10 times can permanently block your SIM.
You`ll then have to replace it at a nominal charge.

SIM replacement
If your SIM card is stolen or lost, file an FIR and call our Customer Care at
9810012345 immediately to report the loss. Your SIM card will then be replaced
at a nominal cost at the Airtel relationship centre, while you retain your original
Airtel number.
As a part of Bridge mobil alliance, we offer you SIM replacement while you are
travelling in Australia (Optus), Indonesia (TelkomselHongkong (CSL),
Philippines (Globe Telecom), Singapore (SingTel Mobil),Malaysia (Maxis
Communications), Taiwan (Taiwan Mobile). For more details visit
www.bridgemobile.com

Care for your SIM card

Your SIM can get permanently damaged if you bend, scratch, or Expose it to
extreme temperatures. You must also keep it far away from magnetic fields to
protect the data inside the card. Your SIM card comes with a 3 month warranty
from the activation data. If there is a manufac-uring defect within the warranty
period, we`ll replace your SIM free of cost.

Change of Tariff Plan

Call our Ivr at 121 and leave a request,you can also send in your Requests
though email 121@airtelindia.com. Log your request on My Airtel section of the
wesite or SMS the change to 121.

41

Electronic bill
Enjoy a host of rich features only with Airtel e-bill. Register free at
www.airtel.in and view your months bill with billing details for last t-hree
months. Sort your calls between personal and official or analyze your
usage at the click of a button.

Pay your bill. Anytime.Anywhere

Choose from a host of convenient payment options only with Airtel.Walk into
any Airtel relationship center and make your payments by cash or credit card.
Drop a cheque at any of the drop boxes for making payments or simply log on to
www.airtel.in and pay instantly through your credit card. You can also opt for
easy payment options like.

Standing instructions
You can give us standing instructions to debit your credit card Account for your
monthly airtel bills. All you have to do is fill the Standing Instruction From (also
available on our website www.airtel.in)and mail ,fax it to us or drop it at any of
our relatonship centers.

Electronic Clearing System

Fill an ECS from and will directly debit your bank account for your monthly
Airtel bill.

Pay while roaming

42

Airtel has introduced Anywhere payments while you are Roaming.Walk in to

any Airtel Relationship Center in the country, make payments by cash or credit
card enjoy uninterupted Airtel services.

Limit on your credit

Your credit limit heips you control your mobile cost, track usage and prevents
misuse of your mobile phone. Our prevents, presetcredit limit, is mentioned on
your monthly bill defind by your past history, the security deposit and average
usage. On exceeding via a voice or a non-voice massage.
If you exceed your credit limit all you need to do is to make an Interim payment
and reduce your account balance below your Credit limit. Altenatively you may
opt for our convenient payment method of credit card standing instruction or
ECS from your bank account and the usage will automatically be debited from
your credit card or bank.

Say it. In more then just words:

Value added Services

Get more with Airtel

Airtel brings you an ever-expanding range of services that will Change the
way you communicate.

Sms

43

Send messages quickly and easily using text. If`s too noisy to talk or you don`t
have much time then send a text. It`s the way to `share` those interesting oneliners, important reminders and rib-tickling jokes, with anyone, anytime,
antwhere in the world.

How to send SMS

o Select menu.
o Select message option.
o Select `write`/`edit` message option.
o Type your message and press `enter`/`OK`.
Enter the destination mobile number. For sending international Message. enter
SMS number in the international format, i.e. `+`code of the country`. Followed
by the destination mobile number.

Subscription Alerts
With Airtel`s Subscription Services, you can receive updates automatically
on your Airtel phone without having to initiate a requesteveryday.

Say `Cheese` with MMS

Airtel`s MMS [ Multi-media Messaging Service] turns your messages into a
visual experience with pictures, images, viedo and sound clipping.To activate
MMS on your phone, SMS `MMS` to 646 and save the service setting on your
phone. To get information on handsets which are MMS compatible, refer to our
website www.airtel.in

Call management Services

Don`t hang up.Call Wait

44

This feature alerts you of an incoming call, while you are already in the middle
of another call.You have the option to receive the new cell by putting the first call
on hold or rejecting it.

Hold that call

With call hold you can make another call at the time you are already connected
to a call. It even allows you switch between two calls.

Dont avert Divert your calls

Divert your incoming calls to another mobile or landline (select operators) and
have your calls attended to by someone else when you are personally unable to
do so. All diverted calls are billed per the outgoing call rates of your plan.

CLIP you calls

The caller Line Identification Presentation (CLIP) feature allows you to the
calling party`s number,charges applicable as per your tariff plan.

Conference call
With Call Conferencing service you can hold a teleconference with 5 people
simultaneously. In fact, you can set up a conference even when the other five are
using a landline phone. To know more, call customer care at 121 or log on to
www.airtel.in

Missed call alert

A missed call alert is a SMS that you will recive for all the calls that you missed.
The SMS will detail the CLI and the time when the call was made.To activate,
dial *135*2# thenpress the call button and wait for the request to be completed.

45

Voice Mail
With Airtel Voice Mail you would never miss a call.
Getting Started Just dial *117*1# to activate voice mail service on your mobile.
You can Divert your voice calls to voice mail from call settings. Airtel Voice Mail
will answer your calls and record a messare if;

Your mobile phone is switched off.

You are in an area that is not covered by the network.

You are already engaged on another call.

You have selected the Divert immediate option.

Customers will have to pay nominal monthly subscription for activation of the
voice mail service and then just pay for the phone call when you use the service.

Airtel Live !
Make your mobile the most happening entertainment destination! with Airtel
Live!. Airtel brings you the latest in entertainment and information services,
rirht on your phone!

Airtel Live! Wap Services:

Download the latest ringtones, games, wallpapers, videos and much more. You
can also get news clips, watch live TV and download full songs on you phone. To
get Airtel Live! Setting on your phone SMS `Live` to 646 and save the settings
that you receive as your preferred connection. Activation of Airtel Live! Is free
while you are charged for downloads. Airtel Live! Portal can be accessed from
your GPRS enabled phone, by sending a SMS `FUN` to 646.

Airtel Live! Voice Services:

46

Just Dial 646 and say the name of the service. For e.g. say ring tones to download
your favorite ring tones. You can also choose a variety of content optins like Live
Cricket Commentary, latest National / lnternational News, Movie Reviews or
Stock Market Updates. You can also participate in exciting contests.

Airtel Live! SIM Services:

Access loads of fun content and exciting services like cricket, stocks, on your
phone at the touch of a few buttons with Airtel Live! SIM based Services on your
SIM card menu. To download new services on your Airtel Sim, choose the
What`s new option under the Airtel services menu.

Airtel Live! SMS Services:

You can enjoy a host of services by sending a keyword as an SMS to 646! Choose
Astrology / Horoscope / Cricket / Bollywood / Hollwood / Indi Pop Ring tones. In
case you need assistance SMS `Help` to 646.

GPRS ( General Packet Radio Services)

Log on to the internet with GPRS that allows data transmission at a higher
speed. Use `Mobile office` to access e- mails and internet across Airtel`s panIndia presence, with your phone or a phone + laptop combination.

Get the EDGE

Browse the internet on your mobile phone with Airtel`s EDGE services. Enjoy
live TV, Enhanced WAP experience and Airtel Data Cards on our high speed
network.

47

Hello tunes
Welcome your callers with your favorite song, rather than the boring TringTring. Just dial 678 to choose the song of your choice. The choice is yours you
can either welcome all callers with a common song or you can select different
songs for different people. You get a wide choice of songs in the Popular & New
Arrivals categories that are updated regularly What`s more you can directly call
the number for your kind of music, e.g.call 678005 for English new and 678001
for Hindi New. This would directly take you to your favorite artist`s Hello Tunes
listing.
For applicable charges visit www.airtel.in or call 121.

Buy Music Airtel Music Shops

Simply walk into your nearest Airtel Shop and walk out with Hello Tune or
Ringtone of your favorite song. Choose from Bollywood Hits to Indipop
Remixes, Hard Rock to Gujrati Garba, Bhajans to Jazz, and Bhangrra Beats to
foot tapping Tamil Hits from a list of more than 18000 songs.

Get more!
Airtel also provides lightning fast Broad band services at your doorstep,
(available in selected areas). Log on to www.airtel.in for more information.

Roaming
At Airtel, we encourage you to explore the world.
After all, home is just a phone call away

National Roaming
Airtel`s Roaming service allows you to roam throughout India and use your
mobile phone to make ormreceive calls from almost anywhere.
48

Not able to connect

In case you are not able to log on to any network while roming. Please floow
these instructions and choose your network manually:

Go to `menu` option of your mobile.

Select Network option (Can be a sub option in setting,

depending on the handset you use).

Select `Manual` network & choose Airtel.

International Roaming
Airtel postpaid makes makes sure you stay connected while you roam the world.
You`ll always be easily accessible to your friends and family., and can make or
receive calls / in 152 countries with 341 networks. For more details on tariff log
on to www.airtel.in

Roaming- GPRS [National / International]

Airtel`s GPRS Roaming services allows you to access the internat and emails
( Eg. Black Berry services) from almost anywhere in india and abroad. Log on
to our website to get the latest list of GPRS roaming networks.

49

Help. Close at Hand.

Everywhere.
Customer Care
Airtel`s customer service is accessible from anywhere in the country, even while
roaming.Simply dial `121` a toll free no, or dial 9810012345 from any landline.
When you call Customer Care for the fiest time from your Airtel, you need to
enter a four digit customer access code that is unique & needs to be remembered.

Airtel Relationship Centers

For detailed information about our products, services and offers available, you
can visit the Airtel Relationship Center and interact with our customer service
executioves for all your grievances and queries.
Our website
If there is something you need to know or there is a doubt to clarify, visit
ww.airtel.in where you also get more details and information of our products and
services.

Consumer Grievance Redressal

We have also set up a Consumer Grievance Redressal Mechanism. In case you
don`t get satisfactory resolution at customer service center you can get in touch
with our Nodal officers. The Nodal officer will ret back to you though your
preferred mode of contact with a solution within 48 working hours. As a final
mechanism for grievance resolution you may contact the Appellate Authority.
The details of Nodal officers and the Appellate Authority are mentioned on our
website.www.airtel.in

50

We respect your privacy

Airtel communicates various features, products and promotional offers from
time to time, that offer significant benefits to you.
In line with our strict py Policy,we take care that you receive no such
promotional calls or SMS, MMS when you are roaming. While you are in the
home network and do not wish to receive information about our products,
services and special offers, call 121 & let us know. You can also visit
www.airtel.in and register on our on- line.

51

RESEARCH
METHODOLOGY

52

Before describing the word Research Methodology we should firstly understand

the meaning of Research.
In laymans terminology, research may be defined as a systematic process of
solving a problem through, collecting, organizing & evaluating data to reach the
solution & gain new knowledge.
This project is based on study of the products & services of the Airtel in the
Indian telecommunication. The methodology used in this report is Data
collection technique. There are two sources of data collection which are
explained below:
a. Primary Sources
b. Secondary sources

a) Primary Sources
Primary data has been collected through studying carefully the products &
services of the Airtel Ltd in Indian Market. In telecommunication sector Airtel
has a good brand image. As I had observed the products & services of Airtel are
sold because of its name & this is the outcome of delivering what customer
requires.

b) Secondary Sources
The secondary data collection involves study of products & net surfing which
was carried out to obtain the history, products, strategy & other relevant
information about Honda. The main sources of information were magazines,
newspapers, websites & journals.
List of customers attended by me is been collected by our Database Management
System which stores the Customer data for many purposes.

53

This can be illustrated in following way:

Primary Level
The primary data has been collected through my own observation and detailed
study of AIRTEL products & services.

Secondary Level
The secondary data has been collected through:

The main information we get through internet.

Through detailed study of products.

Through magazines, journals & websites.

Through DMS(Dealer Management System)

54

AIRTEL BROADBAND
&
TELEPHONE SERVICES

Airtel Broadband & Telephone Services, India's premium telecommunication

service brings to you a whole new experience in telephony. From integrated
Voice Services for corporates and small business enterprises to user friendly
plans for homes, we bring innovative, cost-effective solutions to cater to your
needs.

55

ABOUT BROADBAND
Airtel Broadband Service is powered by DSL technology.
DSL provides blazing-fast, secure Internet access & can be delivered to both
homes and to businesses. Delivered right through a regular telephone line, data
rates can vary from 128Kb to 8Mb per second depending on the type & cost of
the service. DSL can be delivered to both homes & to businesses.
Digital Subscriber Line (DSL) technology provides instant Internet and network
access at speeds up to 50 times faster than a 28.8Kbps modem on a standard
analog phone line. There are no dial-up delays, no busy signals. What used to
take minutes or hours to download will take just seconds or minutes.
With DSL Internet Service you can download graphics-heavy files, large
documents, software, photos, email attachments, and more, instantly. It's perfect
for real-time interactive multimedia, broadcast quality video, distance learning,
and video-on-demand. And because DSL Internet Service sends data & voice
over the same line, you can talk on the phone while you are on line.
It's also a service that you don't have to dial into. Just turn on your PC, open a
browser, and you're ready to surf. (No more hearing those annoying beeps and
tones, then waiting to be connected. You're always connected whenever you wish
to!). Beyond Internet access, DSL also has the ability to carry additional phone
lines and entertainment services using the same pair of wires.
High-speed Internet access through DSL, changes your Internet experience
perceptibly.

56

WHAT IS DSL?

DSL is a high-speed broadband connection that is convenient, fast and capable

of carrying very 'heavy' files over the internet. Shop, Play games, download
music, DSL allows you to enjoy your internet experience, something which
ordinary dial-up connections cannot do. So, go ahead and unleash your highspeed access.

57

BR
OADBAND
FOR YOUR
HOME
HIGHLIG
HTS
58

High-speed Internet access changes your Internet experience. The Internet

becomes an essential tool for doing a growing number of household activities
such as shopping, banking, bill paying, investing, customer support, and
learning.
Here are a few reasons why you should switch to Airtel Broadband
Services.

SINGLE-CLICK
Airtel Broadband Services ensures fast connectivity - the internet is ON
whenever you are!

DEDICATED BANDWIDTH
Speed of up to 128 Kbps, making it even faster than an ISDN connection and
definitely
speedier
than
a
dial-up
one!

Surf while you Talk!

No more missed calls or blocked telephone lines while using the internet.
Robust installation
Underground cables guarantee a protected and wholly dependable connection.
59

Affordable Tariff Plans

All these features at absolutely - costs lower than a dial-up.

The Bharti Edge

ThePromise of putting the customer first and delivering the latest and the best in
telecommunication!

24x7 customer support

|
Airtel Broadband Services customer support executive is just an email or a
phone call away. Round-the-clock, 365 days a year!

60

FEATURES

The New Seat of Power - Your Home!

Power
Surfing
@
Home
An "always on" connection, it is a dedicated bandwidth,
facilitating fast and instant net access at speeds of up to
128 kbps. Shop, download MP3, exchange heavy files and
chat at an enviable speed- all thanks to an extensive
Broadband
Services
infrastructure.
No
more
disconnections in the middle of downloads and the added
advantage of internet access at a super pace!

61

Inexpensive! Affordable!!
Speak of unmatched features at unmatched prices! You
can get a Airtel Broadband Services package for as low as
Rs. 200 and there is a wide range of tariff plans for
internet and voice access. The special tariff rates on nighttime usage gives added value for money. With the Airtel
Broadband Services internet packages, you are assured of
the most cost-effective plan available. No additional
telephone bills to deal with and you are set to telecommute
in the fast lane!

A Customer Care that cares

Airtel Broadband Services customer support executive is
just an email or a phone call away. Round-the-clock, 365
days a year! To ensure that you are satisfied with the
service provided, we have designed a feedback mechanism
whereby any inputs given by you are acted upon at the
earliest.

Surf

while
62

you

talk

And finally, what makes Airtel Broadband Services truly

the no-ordinary internet is that you can use the phone line
to surf and talk at the same time - no more missed calls. no
more fights for the phone line!

63

COMPARISON WITH DIAL-UP/ CABLE

We've been asked so many times - what's the big deal about DSL?
A phone line just as well! We disagree, and in order to clear the smoke screen we
offer you an as-is comparison, to help you take a call.

Points of Distinction

Dial-up/Cable

DSL

Speed

Limited speed of upto

56.6kbps made available
through
a
telephone
network and Modem.

High-speed
Speed upto
through
Broadband.

Time-Taken for download Dial-up 28kbps- 25mins

of 5MB file
Dial-up 56.6kbps-12mins
Isdn 64kbps- 11mins

64

Internet:
512 kbps
Wireless

Airtel
Broadband
128kbps-6mins

Points of Distinction

Dial-up/Cable

Cost

RS.25-32per hour
RS.25-30per hour
(inclusive
view
of
telephony pulses and isp
charges)

Technology

Limited speed restricts

download time. Exposed
cables
results
in
possibility of damage

Talk n Surf

Engaged telephone line Telephone line free when

when u surf on Dial up.
u surf on dsl.

65

DSL

Download time is 10 times

faster.
Underground
cables eliminate damages
due to exposure.

Points of Distinction

Dial-up/Cable

DSL

Connectivity

Chance of connectivity
during peak hours is
remote.
Drawbacks
include
disconnections
repeated dialing and
blocked telephone Lines.

Available when u need it.

Easy to use, no dialing,
no
disconnections.
Single check connectivity.

66

FOR YOUR BUSINESS

SPEED
HIGH
TRAFFIC
PROFIT

Click & Connect!

24X7 Customer Care
Exclusive mail Domain
High Speed Data Transfer
Secure, Scalable, Reliable
WiFi wireless access solution

67

Charges Interpretations

Pulse Based/Minute Based

Plan
Details

Talk
250

Talk 350
Talk
(NA
in
349
UPW)

Minute Based
Talk
499

WLL/GSM 50
1min / 1.50
Km +

Talk
750

New Plans (Minute Based

Super
90

Talk
999

Rs.1.50 Rs.1.50

Talk
1495

Talk
2499

Airtel 299 (Not

Airtel
applicable
for
399^
active sales)

Re.1.50
(Airtel)
/
Rs.1.50
Rs.1.50(Non
Airtel)

Airtel
All for
One

Re.1.50

STD Rate - Inter Circle (Duration in seconds - pulse based plans/Rs.per minute - minute based plans

FL <50Km

1min / Rs.1.50

Rs.1.50 Re.1.50

Re.1.50
(Airtel)
/
Rs.1.50
Rs.1.50(Non
Airtel)

FL 50Km +

1min / Rs.1.50

Rs.1.50 Rs.1.50

Re.1.50

Rs.1.50

Re.1.50

1min / Rs.1.50

Rs.1.50 Rs.1.50

Re.1.50
(Airtel)
/
Rs.1.50
Rs.1.50(Non
Airtel)

Re.1.50

WLL/GSM 50
1min / Rs.1.50
Km +

Rs.1.50 Rs.1.50

Re.1.50

Rs.1.50

Re.1.50

6.99

5.99

WLL/GSM
<50 Km

Re.1.50

ISD Rates(Pulse Based (in Seconds) - PB)-(Minute Based (Rs./min) MB)

USA, Canada,
PB - 10, MB - 6.99
UK

6.99

MB - 6.99

68

7.20

Singapore,
Indonesia,
Hongkong,
Malaysia,
Thailand

Rest
Europe

PB - 7.50, MB - 8.99

6.99

PB - 7.50, MB - 8.99
(HARYANA) / PB - 6
(To Mobiles), 10 (To
of
Landlines), MB - 15.99
10.99 (To Mobile),
6.99 (To Landline)
(UP WEST)

MB - 8.99

9.60

MB
8.99
(HARYANA)
/
MB - 10.99 (To
9.60
Mobile), 6.99 (To
Landline)
(UP
WEST)

69

8.99

7.99

8.99
(HARYANA)
/
10.99
(To
7.99
Mobile), 6.99 (To
Landline)
(UP
WEST)

Pulse Based/Minute Based

Plan
Details

Talk
250

Minute Based

Talk
350
Talk
(NA
in
349
UPW)

Talk
499

Talk
750

Super
90

New Plans (Minute Based

Talk
999

Talk
1495

Talk
2499

Airtel 299 (Not

Airtel
applicable for active
399^
sales)

Airtel
All for
One

Gulf, Africa,
New Zealand,
PB - 6, MB - 10.99
Australia and
SAARC

15.99

MB - 10.99

12.00

10.99

9.99

Rest of
World

15.99

MB - 10.99

18.00

10.99

9.99

Airtel
299

Airtel
399

Airtel All
for One

Scheme
Details

the

PB - 6, MB - 10.99

Talk
250

Talk
350
Talk
(NA in 349
UPW)

Talk
499

Talk 750

Super 90

Talk
999

Rs.750

Rs.500

Rs.750

Rs.500

Talk
1495

Talk
2499

Option 1 : No Scheme Taken (Standard)

Registration
(Upfront)
Convertible to Rs.1000
SD after 1
year

Rs.750

Instrument
CLI
Activation (1st Trend
Sim
bill)
Cordless CB53000 - Rs.1000

Reader

Rs.500 Trend
Rs.750 Sim
Reader Rs.750

CLI
Rs.500
Trend
Sim
Reader Rs.750
Cordless
CB53000
- Rs.1000

70

Option 2: RWA Offer / CGHS Offer

(Money Back not applicable) - Haryana Only

Registration
(Upfront)

ZERO

Instrument
(Upfront)

CLI - Rs.500
CLI
Rs.500
Trend
Sim
Trend Sim
Activation Trend
Sim
Reader
Rs.750
Reader - Rs.750
Reader
Cordless CB53000 - Rs.1000 (Instrument activation charges
Cordless
Rs.750
compulsory)
CB53000
Rs.1000

Group Pulsing

No

No YES

Super
Other Scheme applicable
Free
with RWA Offer
Free Hello Tunes Trial
Top up 100 for 25 ( 100
pulses available at a top up Yes
rental of Rs.25)

Option 3: Money Back Offer

Registration
(Upfront)
Non Refundable

No No

Yes

No

No

Yes

3
Parallel

Yes

Yes

Yes

Yes

No

No

No

Offer
Free
Parallel
Ringing
Free Hello Tunes Trial

No

Yes

Yes

No

No

No

Ringing

No

(RWA not applicable)

Rs.500

CLI
Trend
Sim
Reader
Cordless CB53000 - Rs.1000

Instrument Activation (1st

Bill)

CLI - Rs.500
Trend
Sim
Rs.500 Trend Sim
Reader - Rs.750
Rs.750 Reader
Cordless
Rs.750
CB53000
Rs.1000

NA
Group Pulsing

Yes

Yes

Other Scheme applicable

with Money Back Offer

Super
3
Free
Parallel
Free Hello Tunes Trial

Top up 100 for 25 ( 100

pulses available at a top up
rental of Rs.25)

No

Yes

No

Yes

No

No

71

Yes

Yes

Yes

No

No

No

Offer
Free
Parallel
Ringing
Free Hello Tunes Trial

Yes

Yes

No

No

No

No

Ringing

Option 4: Airtel Mega Combo Offer

Registration (Upfront)

(Money Back Offer, Super 3 cannot be given with AMCO)

ZERO

CLI
Instrument Activation
Trend
Sim
(1st Bill)
Cordless CB53000 - Rs.1000
Group Pulsing

No

No

Yes

Yes

Reader
No

No

Yes

Other
Scheme Free
applicable with AMCO Free Hello Tunes Trial
Top up 100 for 25 ( 100
pulses available at a Yes
top up rental of Rs.25)
Option 5: DSL Combos

No

No

Rs.500
Trend Sim Reader Rs.750
-SAMERs.750

Yes

Yes

No

No

No

Parallel

Yes

Yes

No

Yes

Yes

Ringing

No

No

No

No

(Money Back Offer and Top up 100 for 25 does not apply, all other Schemes can be offered)

RWA Offer (GGN+FDB only) means zero registration on Plan 499 as covered under RWA Scheme.
Instrument charges compulsary and charged upfront
Money Back means that customer gets a discount of Rs. 100/- on call charges over free call value for 6
months on reg charges paid of Rs. 500/Free Parallel Ringing means Parallel Ringing facility FREE for 2 mths and later charged @ Rs. 49/p.m.
Free Hello Tunes Trial means Hello Tunes facility rental of Rs 30/- waived for 1 month + 1 FREE
"AR Rehman" tune download worth Rs 15/- to customer

72

Super 3 Offer means

A.

1 Local Number (FL/WLL/GSM - Any operator) (Does not include VAS/PRS nos.
Swipe
card
nos.,
Internet
dial
up
nos.)
+
1
STD
Number
(FL/WLL/GSM
Any
operator)
+ 1 ISD Number AT 34% of PLAN RATE (66% DISCOUNT)

B.

Benefit shall be available for 6 complete months from activation

For eg. A customer activated on 24th April 06 and bill cycle from the 26th of the
month,
shall
be
eligible
for
the
Super
3
Benefit
in 6 complete bills and for the prorated period 24th April to 25th April. Hence the
benefit shall expire on 25th October 06.

C.

Every number can be changed to a maximum of two times during the scheme
period. However the benefit shall only be available for the remaining period of the
scheme

D.

Applicable
with
All Analog Plans - Talk 250, New Talk 250, Talk 350, Talk 499, Super 90, Talk 750,
Talk 999, Talk 1495, All DSL Combo Plans (All pulse based and minute based
plans)
Not Applicable withAirtel 299, Airtel 399, Airtel All for One

E.

Applicability with other offers is applicable withGroup Pulsing, Free Parallel

Ringing, Free Hello Tunes Trial, Top up 100 for 25 (Gurgaon, Faridabad, Noida,
Ghaziabad), Low Utilisation Pillars Offer, RWA / CGHS Offer, Money Back Offer
Is not applicable withAirtel Mega Combo Offer

F.

Available to existing customers at a cost of Rs.149/month for six month Scheme

Period.

73

FEATURES
Airtel Broadband Services - Put it to work for you!

Redefined
to
provide
a
refined
experience
The internet connection of Airtel Broadband Services is
approximately 10 times faster than an analog one and at
far lower costs than a dial up one. Large data
applications, faster ftp access, audio/video requirements
or simply web browsing is a dream on this extensive
broadband infrastructure with an i2i international
gateway. An "always on" assurance of excellent quality of
service.

All Speed, No Breakers!

Airtel Broadband Services offers a dedicated bandwidth

with speed of upto 512 kbps, available at a single click
and supported by a superior technology infrastructure.
You can attach, download, upload and exchange large
data files at amazingly unbelievable speeds.

74

Scaling

New

Heights

Airtel Broadband Services offers you a wide range of

tariff plan packages that suit your needs; with the
flexibility to scale up your connections as your needs and
your
business
grow.
The ease of upgradation and the price-performance
value make business sense. Superior server technology
and a dedicated port provides total security to data
storage and information exchange through the internet.

Cost Effective - Added Benefits, Lower Costs

Two built-in static IP addresses to facilitate scalability.

You can configure your own mail or web server or even
your own mail domain without adding any significant
burden to your capital expenditure.Avail of an easy to
install, state-of-the-art WiFi wireless access solution,
configured with your with Airtel Broadband Services
connection. This allows wireless mobility within your
premises.

75

Data Analysis

Airtel Broadband & Telephone Services, India's premium telecommunication

service brings to you a whole new experience in telephony. From integrated
Voice Services for corporates and small business enterprises to user friendly
plans for homes, we bring innovative, cost-effective solutions to cater to your
needs.

FOR HOME, BUSINESS, CORPORATES

76

Voice Services:

Telephone

Dial-up

Feature

Value Added Services

Unified Messaging

Audio Conferencing Service

Telephone
Airtel Voice Services go beyond basic telephony to offer our users a whole host of
Value Added Services as well as premium add-ons. Each Telephone connection
77

from Airtel is backed by a superior fibre-optic backbone for enhanced reliability

and quality telephony.

Dial-up
Airtel Voice Services provide FREE dial-up internet access that is bundled along
with your Telephone connection from Airtel.
Its fast, reliable, gives you unlimited Internet access. All you need to do is dial
1500 through your dialer.
The default username should be "register" and password is "airtel". You can
log- in and change your Username and Password. All you need is:

A computer and a modem

And a Telephone connection from Airtel

How much do you pay:

Airtel Voice Services give you unlimited free internet access, allowing you to pay
only for the number of hours spent online. Paying for it is convenient as well-you
can pay along your Airtel phone bill.

Features
Airtel Voice Services bring you a range of world class features. These enable you
to organise and control your communication needs. They make your life a lot
simpler and convenient. They empower you like never before. The best part is
that many of these services are free along with your telephone connection.
78

VALUE ADDED SERVICES

BENEFITS OF VAS
To the Customer

Fulfill the expectation at the cheapest rates

TO THE COMPANY

Attracts customers

Increase popularity

Increase revenue generation

Good acquisition tool

Creates word of mouth publicity

TYPES OF VAS

Caller Line Identification

Voice Mail Service

Call Forwarding
79

Call Waiting

Parallel Ringing

Voice Mail

Power Feature:

Three Party Conferencing

Multiple Subscriber Number

What is Unified Messaging?

80

The Unified Messaging from Airtel Broadband & Telephone Services brings you
the unmatched convenience of receiving your e-mail, fax and voice messages on
one number. This service allows you to store all your messages in one mail box.
You can access your mail box from anywhere, any number by dialing your phone
number and entering a four digit password. You can access your e-mails, fax
messages and voice mails through the phone by dialing into your Unified
Messaging mail box. It will read out your e-mails, play back your voice messages
and store your faxes, which you can divert a number near you to view them.
The fax messages on screen of your computer (fax card is not required), and
listen to your voice mails as well as read your e-mails by accessing your mail box
on the net. Now, you don't have to check for your messages in three different
places. All your messages are stored in one mail box.

Audio Conferencing
81

To stay ahead of competition, all modern organisations have to stay in constant

touch with their partners, associates and clients. Born out of this understanding
is Audio Conference Service from Airtel, Indias best value audio conferencing
solution.
Audio Conference Service from Airtel is the easiest, most economical and instant
way of sharing information, ideas and opinions. It is the latest way to conduct
business meetings via the telephone. It facilitates hassle-free audio conferencing
to anywhere in the world and also protects the confidentiality of the conference
proceedings. It provides optimum time utilization and massive savings from each
meeting.
To avail services of Audio Conferencing from Airtel, you don't have to install any
expensive devices. You can connect across the globe through a single local call
from your landline or mobile phone. Thus, you save on capital investments along
with
travel
time
and
running
costs.
What's more, Airtel's state-of-the-art technology ensures that you get a host of
utility options that enable you to conduct and supervise audio conferences with
extreme ease and flexibility.

Why Audio Conference Service from Airtel?

82

It's a complete conferencing solution - be it board meetings,

management discussions, project reviews, staff trainings, Q&A sessions
or press conferences.

It offers tremendous value - mull out all your business decisions with
your associates across the globe without stepping outside your office;
and with just one call connect to all your business partners.

No infrastructural costs no extra investment; just pick up your

telephone.

It knows no boundaries - Conference with your partners, anywhere in

India or the world.

83

FINDINGS
&
SUGGESTIONS

84

FINDINGS

Value Added Services revenue expected 1/3 of the total services by

2009. This will be one of the biggest achievements that a company is
thinking of.

Total Value Added Services revenue will reach $160 billion in 2009. In
fact the monthly income of the company through these services is
about 20 lac which is almost a good amount.

Most of the growth in telecom services likely out of data services.

Currently data accounts for 20-25% of total service revenue.

Expected to increase to around 35% in another 3-4 years.

The definition of telecom VAS has evolved:

1. From itemized billing CLI-I
2. To SMS (peer to peer)-II
3. To SMS (p to e), MMS, RTs, RBTs, wallpaper-III
4. To E-cheque, commerce payment-IV

Estimated to be about 9-12% to total mobile service revenue ($5

billion in 2005-2006)

SMS (peer to peer) continue to dominate about 60% of VAS.

Premium VAS market revenue currently estimated to be between $220

million presently.

On February 12, 2007 Vodafone sold its 5.6% stake in AirTel back to
AirTel for US $1.6 billion; and purchased a controlling stake in rival
Hutchison Essar.

85

Bharti Airtel added the highest ever net addition of 53 lakh

customers in a single quarter (Q4-FY0607) and also the highest ever net
addition of 1.8 crore total subscribers in 2006-07

The company will invest up to $3.5 billion this fiscal (07-08) in network
expansion.

It has a installed base of 40,000 cellsites and 59% population coverage

After the proposed network expansion, an additional 30,000 towers will
result in the company achieving 70% population coverage

Bharti has over 39 million users as on March 31, 2007

It has set a target of 125 million subscribers by 2010

Prepaid customers account for 88.5% of Bhartis total subscriber base, an

increase from 82.7% a year ago

ARPU has dropped to Rs 406

Non-voice revenues, (SMS, voice mail, call management, hello tunes and
Airtel Live) constituted 10% of total revenues during Q4, lower than
10.7% in the Q4 of the previous year

Blended monthly minutes of usage per customer in Q4 was at 475 minutes

Has completed 100% verification of its subscribers and in the process

disconnected three lakh subscribers

86

Limitations

During the entire research there were a few limitations which were faced
by me, some of them are mentioned below.
1. As my working area was very limited and my work was to awaring of
the different services to the customers so I had faced the problem of
not interacting with large amount of customers.
2. Some managers were not interested in sharing the required
information with us as it was their confidential matter and they show
no interest to disclose to us or make it public.
3. Since I was not aware of this type of work, so for forwarding these
application forms sometimes somewhere I was perplexed in these
situations.
4. Our scope of study was our main constraint though the subject is vast
we had to confine to only our objectives in the aim.
5. Companies are not providing the informations very easily & they did
not tell me about the royalty paid by them to the Government.
I had done my best within my limitations to do justice to my project.

87

SUGGESTIONS

RECOMMENDATIONS

As per my observation to increase the service efficiency as well as satisfaction

level of customer the following suggestions are given below:1.

Effective promotion strategy for village level.

88

2.

Regular visit of sales officer to customer care.

3.

Proper coordination with the outlets.

4.

Service personnel would tackle customers properly.

5.

Frequent availability of DP.

6.

Landline network should be increased.

7.

More outlets in all cities.

8.

All hospitals in Kota should get good facilities because they are one of the
major revenue payers in the telecom sector.

9.

All colleges must get good services from Airtel, because they use their
services of road band and telephone for their whole academic session.

10.

MIGRATION must be done in all places.

11.

All executive must give correct information about all services of Airtel to
each and every customer because many of Airtel customer are unaware of
DSL and BROADBAND etc.

12. Transport sector in Kota should be given more emphasis in the Telecom
Sector as they are major revenue payers in the telecom sector.

89

ANALYSIS
Airtel is one of Indias leading Telecommunication Service Provider. Airtel
provides Broadband & Telephone services in 23 Telecom circles in India. Airtel
keeps focus on creating consumer oriented Products & Services to increase the
profit as well as market or sales share. Airtel has long been committed to serving
society as a contributed members both Economically & Socially. They do this
providing Products & Services that offers maximum satisfaction to the
customers.
Airtel was launched in the year 1995. Airtel provides a Host of Voice & Data
Products & Services including high speed GPRS service. Airtel also offers a wide
array of Post Paid & Pre Paid Mobile offers with a range of Tariffs plans that
target different Segments
A comprehensive range of value added customized services are part of the
unique packages from Airtel. This shows that how much Airtel understand &
offers products & services that are created accordingly to the needs &
requirements of Targeted Segments.

Airtel gas also spread its Business outsides India. It has strategic alliance with
SINGTEL & VODAFONE. Thousands of rupees have been invested in R & D
for designing a product for a particular market. Airtel sells its product &
services because of its brand name & that is only due to providing quality
product at reasonable price.
As I am doing my training at the Franchisee of Airtel Ltd. Named as NATIVITY.
Mostly I hear from the customers mouth only that Airtel provides quality
product & services & they feel proud to use the Airtel products & services.
People have built a confidence in the company & to some extent it is right
because Airtel is selling its products &services because of its name &quality.This
study depicts the different business segments of AIRTEL.

90

Things you didn't know about Airtel

Every 5th mobile user in India talks on Airtel.

About 91% of mobile owners in India reside in Airtel's circles.

At 150,000, Airtel has the largest family of retailers.

Airtel also has the largest network of exclusive outlets - over 400 - and
the largest share of 'prepaid' subscribers.

Airtel provides telecom services to an entire nation outside India.

Airtel monitors 300 customer touch points through a continuous

customer satisfaction research process.

91

FINDINGS & SUGGESTIONS

Every study is done to find certain new things, gain knowledge and find the
limitations of the company. During the study I also faced some problems & I
hope the following limitations should not affect the study.
Airtel produce goods as per the standard norms. For building a good
market share in Indian markets the company has to first research on the
lifestyles, requirements & preferences of the people of the country
As there is development in Science & Technology day-by-day there is
going to be stiff competition in between all the Telecomm Company.
As there are new companies entering into market with more advancement
in Technology Company has to cope up with the environment.
Data gathered from various sources was not enough.
Lastly, time was the main constraint of the study.

92

RECOMMENDATIONS
As we all know that Airtel is the Indias largest Telecomm Service provider.
Company enjoys a good reputation in the Market. The company should widely
spread its information network. Because people in India are Ignorant & they are
attracted towards more on the products promoted more & more. There is need
on the part of company to make people aware of its products & services & their
qualities in every segment.
Certain points I think which are essential for Airtel to improve its working are:
As the market trend changes day-by-day it is important for the company
to provide products according to the needs and preferences of the
customer.
More stress on advertisements should be given to provide information
about the products or innovations made in it.
Dealer networks should be widen.
Product Features should be improved.
There should be transparency between the sharing of Information
between the customer and company.

93

CONCLUSION

In this report I had studied about different product & services segments of Airtel
pub. ltd. As we all know that Airtel is the Indias largest Telecomm Service
provider. Airtel has long been committed to serving as a contributing member of
society & the individual communities in we do business-both economically &
socially. Since its establishment company has remained on the leading edge by
providing products of high quality that create new values, at a reasonable price,
for world wide satisfaction.

94

Airtels basic principle of working is:

By 2010, we will be the most admired brand in India.

Loved by more customers
Targeted by top talent
Benchmarked by more businesses
I feel great to work with the company which works on its product quality &
make regular innovations in its products. There is no other company which can
compete with Airtel with respect to its Technology & benefits.

95

BIBLIOGRAPHY

WEBSITES:
www.airtel.com
www.yahoosearch.co.in
www.googlesearch.com

MAGAZINES:
Business India
Business Toda

NEWSPAPERS:
The Times of India.
Hindustan Times.
Economic Times

96

QUESTIONNAIRE

Q.

Can subscriber forward their calls to a Mobile phone?

A.

Yes, Calls can be forwarded to Mobile phones.

Q.

Is it possible to forwarded the calls to STD lines?

A.

No, it possible to forwarded the calls to STD lines.

Q.

What number will get displayed on forwarded number?

A.

The callers number will get displayed.

Q.

If voice mail unconditional is activated, then call forwarding will work or

not?
Yes, it will work as call forwarding dominates voice mail.

A.

97

Q.

Can subscribers activate parallel ringing on any other landline too?

A.

No, calls can be forwarded to only Airtel landline and GSM numbers
only i.e., cant be forwarded to MTNL, BSNL & WLL.

Q.

Can non Airtel subscriber be a part of Three Party Conferencing?

A.

Yes, you can involve non Airtel subscribers in Three Party Conferencing
as well.

Q.

Three Party Conferencing is possible within CENTRX, if yes then what is

the charge?

A.

Yes, it is possible. There will be no charge within group till

hour.

Q.

What happens if the password stops working?

A.

A request must be made to the Call Center agent to reset the password.
Before the agent does the needful, the subscriber must provider the
necessary information to authenticate the change of password.

Q.

Is there any limit on the number of DELs that can be clubbed under this
offer?

A.

A minimum of 1 Mobile number & 1 Fixed line DEL/DSL

present in the COMBO. There is no upper limit.

Q.

Do all the numbers added in the Combo have to be under the same
persons name?

A.

No, they do not have to be under the same name. but the
address has to be the same.

98

half an

have to be

billing