YOU: Bye vCustomer hello Wipro
By Sati

YOU Broadband & Cable India Limited is one of India's leading pan India network operators. Started by a combine of British Gas and Mahanagar Gas Nigam Limited to lay gas pipelines across India, British Gas took advantage of the opportunity to lay transmission cables along gas pipelines across the length and breadth of the country to provide voice, data and TV feed services.

The company was earlier Iqara but later spun off into a separate entity named You Tele. You Tele is a category ‘A’ ISP and India’s first ISO accredited broadband service provider.  It provides internet services to consumers located in states across India. The company has so far invested Rs 4 billion on broadband cable infrastructure across 12 operational cities. The network has been put together by partnering with companies likes Motorola, Avvaya, Commscope, Cisco etc. YOU employs over 1400 people across 12 cities and plans to double up its talent base over the next two years.

A Techgoss tipster working in one of India’s top 4 tech majors tells us that for the past few months YOU Broadband & Cable India Limited realized that its relationship with its customer care services provider vCustomer was not working too well. vCustomer was hired to provide customer care services to You Tele's customer base across India.

At a top level meeting at YOU Broadband & Cable India Limited, it was decided to explore other BPO’s.  Wipro heard of this deal and canvassed their services as an integrated services provider pan India. Naturally Wipro's offering provided both Customer Care and network management pan India to YOU Broadband & Cable India Limited.

The deal has been agreed upon and in all possibilities the customer care process at vCustomer will be moving out to Wipro.  The transition has begun and Wipro is gearing up to provide better services and network management capabilities in addition to plain vanilla customer care offerings.

Additionally, it is a well known fact that like telecom operators, ISPs too have to publish their customer care metrics and adhere to norms and timelines provided by TRAI.

In the event there are lapses in service levels, the same are audited and published on TRAI's website. In case sufficient reasons are observed, TRAI may even penalise the ISP for not adhering to customer care metrics laid down by it.

In such a scenario it was a wise decision to take the process to Wipro which provides integrated network and hardware management capabilities pan India as well.