3G and MNP Truly Make the Customer King

Please brief... us with your end-to-end professional learning solutions.

Centum Learning's solutions cover the entire spectrum ranging from Learning Process Outsourcing, Custom Content Development, Training through Blended Learning Programmes, Executive Coaching and Performance Coaching to Process Management and Certification.

Centum Learning's unique strength lies in its rich experience in the Learning & Development domain across different industry verticals. With more than 800 Learning & Development specialists located pan India, Centum Learning currently works with a host of leading organizations such as American Express, Genpact, Airtel, Maruti Suzuki, Cummins, NIIT, Delhi Airport, PepsiCo, HCL, Cummins, LG, JCB, Deutsche Bank, Bharti Walmart, Motilal Oswal, Blue Dart, Kaya, CEAT, Everest Industries etc for their learning requirements.

Centum Learning has joined hands with airtel to drive customer experience in Africa. Please shed some light on this partnership.

Under this collaboration, airtel has integrated Learning and Development function, especially in the areas of sales, distribution and customer services, within Centum Learning to impact business outcomes and transform customer experience. As a part of this collaboration, Centum Learning will provide end-to-end learning solutions across roles and business verticals in 16 countries-Burkina Faso, Chad, Congo Brazzaville, Democratic Republic of Congo, Gabon, Ghana, Kenya, Madagascar, Malawi, Niger, Nigeria, Sierra Leone, Tanzania, Uganda, and Zambia. The first-of-its-kind agreement of this scale shall impact over 40,000 Bharti airtel Africa's employees and channel partners.

What are the opportunities you see once 3G is in place?

With the advent of 3G technology the service providers' 'service' has become much more important than the pricing and other frills. A slight gap in the expected service and the customer will think about exercising MNP. So the customer has become the king in its truest sense. In this scenario the 2 most important interaction points for the customer become even more critical. These are the company & distributor salesmen and the customer service support staff.

What are the new demands of your target customers?

Our target audiences are diverse and so are their expecations from us. While rural/semi-urban masses look for livelihood oppotunities through Centum WorkSkills India, professional education seekers look for employability through Centum U. Similarly, our existing and prospective corporates look up to us to be their strategic partner in impacting their business outcomes.

Ritu Singh
ritus@cybermedia.co.in