Chennai: The recent move by the Union telecom ministry to include an integrated franchise policy to enable Customer Service Centres (CSC) of Bharat Sanchar Nigam (BSNL) Limited has earned the wrath of union leaders and telecom activists.
The idea is seen as a “destructive mode” to cash starved BSNL government telecommunications company as insiders allege that such moves in the recent past has only helped private companies to do better business suppressing the national player.
“Customer Service Centres (CSC) plays a vital role in any telecommunications company, as it acts as a bridge between the customers and the service providers. One has to step into the CSCs to get a connection, pay the bill and also to complain against the lapses. Confidentiality and trust is important in any business and by outsourcing, the BSNL data base and its competitive traffic strategies will only get exposed to private players,” warned Chennai based activist V Sathiabalan, who was the former telecom advisory member.
“ How can you guarantee that the new staff deployed by the bidders would be loyal to BSNL?” Asked Sathiabalan. “As the commission given by the private telecommunication companies is higher than BSNL, there is a chance of the employees promoting the private players. They might also refer the customers to the private players if the BSNL service is not available in a particular locality,” said V. Sathiabalan, adding that it would eventually decrease patronage.
According to a BSNL communication, an invitation would be sent to individual bidders to take up operations of CSCs. The plan, which is being considered by the corporate office of BSNL, is an indirect facilitator to the private telecommunications players, said experts adding that BSNL's growth is important to the country as it would keep a check on the private players who would otherwise hike up their plans.
When Deccan Chronicle contacted BSNL's Chief General Manager S.M. Kalavathi in Chennai, she said her office had not received any communication about the franchise.
“Corporate offices are still considering the idea, to improvise the service. As BSNL had not recruited since long, the move would provide for substitution, as many had retired. There would be terms and conditions, which would avoid the prevalence of malpractises,” said Kalavathi.
