Flipkart makes it mandatory for all top executives to take customer calls

The online retailer has made it mandatory for all top executives including directors to spend one day a month handling customer calls.

MUMBAI: The next time you call Flipkart's customer service to change the delivery date or complain about a product, the agent calming your frayed nerves could be Sachin Bansal, its founder and chief executive. From this week, the online retailer has made it mandatory for all top executives including directors to spend one day a month handling customer calls. 

Co-founder and chief operating officer Binny Bansal had his first session few days ago. 

The customer Binny Bansal spoke to wanted her shoes replaced with a similar pair of larger size. Bansal guided the customer to place for replacement request on the site itself. 

In fact, he had delivered a product to a customer as well a few weeks ago. The COO did not introduce himself, but just went with the delivery man. However, the delivery job has not been made compulsory for the senior team. 

Need to understand customer issues
"My takeaway from the call was that we can do a better job of communicating our return and replacement feature to customers," added Binny Bansal, the co-founder. He will face more customers next month. 

"The leadership team has expanded rapidly in the last one year. They need to understand customer issues and drive the 'customer first' message, which is why it is starting with the senior management," says Mekin Maheshwari, the chief people officer at Flipkart. 

As many as 40 of the company's 85 executives in senior roles joined last year. This top brass includes 85 directors, senior directors, VPs, SVPs, as well as the CEO and COO. 

They will be taught the turnaround time per call and will listen to different kinds of queries, learn who to escalate the calls to and then personally handle 5-10 calls on that day. With time, it will be less of theory and more calls. 

"There was a mail from co-founder Binny Bansal to the senior management last week detailing the process and its importance. Binny Bansal has already spent one day taking calls," said a company executive who did not want to be named. 

Called 'Customer Connect' in the inner circles of the company, each manager will be given their customer satisfaction scores, like their customer service executives get. Although taking calls had been part of the company's three-day induction process from 2009 to 2011, not all went through it, because it was not compulsory. 

The senior management is getting prepared to handle irate customers, change orders and cater to many requests. Camille Gonsalves, senior director for corporate communications at Flipkart, spent a day taking calls when she joined the company three months ago. She had to pacify a customer who wanted her garment shipment to reach before the due date because she was leaving town. 

"It takes a while to get used to it. The calls got recorded and feedback was given to us and one gets to understand the entire backend process," says Gonsalves. But what Gonsalves expected to be part of an induction has now become a monthly affair and she will head for her next call session this May. Flipkart with its headcount of 10,000, including contract and supply-chain staff, has been on a hiring spree across levels in the past few years. 

At IITs, the multi-category retailer offered jobs to 118 students from batch 2014. At B-schools, Flipkart offered 50-55 jobs and 30-35 of such offers were made at IIMs this time. 

The company had boosted its coffers last year by raising $360 million (Rs 2,160 crore) in two rounds and was valued at around $1.6 billion in July. ET reported earlier this month that Flipkart is in final talks to buy rival e-commerce firm Myntra for about $400 million (Rs 2,400 crore). The company reached its $1-billion sales mark this March, a year ahead of the target
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Digital mapping may be Nokia's gem

For the first time in more than three decades, Nokia faces the future without being a player in the global phone business. 

BERLIN: For the first time in more than three decades, Nokia faces the future without being a player in the global phone business. The company has completed the sale of its beleaguered handset business to Microsoft for $7.5 billion. 

The deal's closing puts a spotlight on what remains of Nokia, which includes the Finnish company's mobile networking business and a research and intellectual property unit. But it is Nokia's efforts to map the entire world digitally that could prove to be the company's hidden gem — or at least emerge as a compelling, multibillion-dollar takeover target. 

Nokia's goal with its mapping system, known as Here and developed in Berlin, is simple but ambitious: To build the world's most detailed and up-to-date digital maps. 

In smartphones, Here is outgunned by Google Maps, which has an estimated 1 billion mobile users and is aided by being standard issue on phones using Google's Android operating system. Here, which is the default mapping application on Windows phones, has only about 100 million smartphone users. 

In automobile mapping, however, Here dominates, with more than 80% of the global market for built-in car navigation systems — a field in which Google and Apple are scrambling to catch up. 

Nokia contends that its mapping products, which are updated 2.7 million times a day, are more accurate than its rivals' offerings and that its ability to customize its maps for different customers sets Nokia apart. 

Google, for its part, counters that it makes tens of thousands of changes to its maps daily and that it uses complex algorithms and external information from the likes of the US Census Bureau to build maps for 198 countries. 

While rivals like Apple have tried to break into the global mapping business, they have so far been largely unsuccessful, leaving Nokia's 29-year-old Here mapping system as the only contender for companies and consumers looking for an alternative to Google. 

"Mapping is an expensive business," said Annette Zimmermann, an analyst at technology research company Gartner in Munich. "If you haven't already built what these guys have built, it doesn't make sense to start now." 

Despite the strong position, though, Nokia's mapping unit last year generated only 7%, or $1.2 billion, of the company's total revenue, excluding its handset unit, according to corporate filings. The division also reported an operating loss of $212 million over the same period, as the company continued to invest in the mapping operation, which has 6,000 employees, or around 11% of Nokia's remaining workforce of 55,000. 

The weak financial figures have led many analysts to question whether the company has the deep pockets required to keep pace in mapping, especially since it has few existing connections to Nokia's other businesses. Besides its auto clients, Nokia licenses Here to companies including Microsoft, for its Bing search engine; to Amazon, for the Kindle Fire tablet; and to Yahoo for its Flickr photo service. FedEx uses Here mapping data to manage its delivery trucks worldwide. 

Already, there is talk that Nokia could decide either to sell or to spin off the division, so the company can focus on its core mobile networking business. The networking unit, which manufacturers cellphone towers and other telecommunications hardware for carriers, will generate almost 90% of the company's annual revenue after the handset deal is closed. That means Here might be more valuable to someone else than to Nokia. 

"There are only a few mapping businesses in the world," said Ehud Gelblum, a Citigroup analyst. "It's a valuable asset." 

Microsoft fought to buy the unit as part of the recent handset sale. But it could not agree with Nokia on a price, according to several people with direct knowledge of the matter, who spoke on the condition of anonymity. 

Analysts say that Nokia's mapping division, whose price tag could reach more than $6 billion, might be attractive to the likes of Samsung and other large handset-makers to reduce their dependence on Android for smartphones and tablets. 

Currently, phone-makers rely on Google for their mapping services. 

Michael Halbherr, the head of Nokia's mapping business, shrugs off the takeover talk, saying that Here remains part of the company's overall strategy. 

"Every company has an owner, and for us, it's Nokia," Halbherr, 49, said in his office in central Berlin. "It's only a good thing to be part of a large organization." 

For now, at least, Here continues to be a major effort at Nokia. 

Daily updates to Nokia's map data are part of the company's efforts to maintain close ties with the world's largest carmakers, links that generate more than 50% of the mapping division's yearly revenue. 

In the auto industry, Nokia still commands the bulk of the market, thanks to relationships with giants including Toyota and Volkswagen. Google and Apple are trying to have their maps used in cars, but they have not yet had much luck, according to Gartner, the research company. 

"There are a lot of applications for what we're doing," said Reno Marioni, an American who runs Nokia's crowd mapping business, which feeds changes made by users into the company's products. "Mapping the world is a pretty big thing.
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Apple profit still climbs, but pressure is growing

Apple’s remarkable growth streak — now more than a decade old — is starting to fade a little.

SAN FRANCISCO: Apple's remarkable growth streak — now more than a decade old — is starting to fade a little. 

Apple recently reported that its revenue for the last quarter climbed 5%, to $45.6 billion, from $43.6 billion in the same period the year earlier. The company's earnings were up about 7%, to $10.2 billion, from $9.5 billion in the same quarter a year ago. 

Although the results beat expectations, the company's rate of profit and revenue growth has slowed considerably in recent quarters. The slowdown has put pressure on Timothy D Cook, the company's chief executive, to release products in new categories — perhaps with a so-called smartwatch or even an Apple television. 

At its earnings call, Apple resorted to other means to at least temporarily please investors concerned about the pace of growth. 

The company said it would buy $30 billion of its stock in addition to the $60 billion it announced last year. It also raised its quarterly dividend by 8% and said it would split its stock. 

In after-hours trading, Apple's shares were up 7.6%. 

In a call with analysts, Cook said the increased buyback was "a signal of the board and management team's strong confidence in the future of Apple." 

Carl C Icahn, the activist investor who has repeatedly clamored for Apple to increase its buyback programme, expressed his satisfaction with the change on Twitter. "Believe we'll also be happy when we see new products," he wrote. 

The company sold 43.7 million iPhones — up from 37.4 million in the same period last year. But sales of its iPads, at 16.35 million, were slightly down, from 19.5 million last year, despite a major redesign for one of the iPads introduced in the fall. 

It was almost certain that Apple's stratospheric rise, largely on the back of the iPhone, would plateau. It is the law of large numbers. 

"If Apple grew the next five years like it did the previous five years, it would be approaching the GDP of Australia," said Toni Sacconaghi, an analyst at Sanford C Bernstein. 

Still, investors have come to expect big jumps from Apple. For years, Apple has blazed new trails for the tech industry with its iPhones and iPads. 

"Psychologically, it's more the issue that here is this incredibly high-flying company two years ago growing at 50% or more," Sacconaghi said. 

The big question that hovers over the company is whether it can regain that momentum. 

Apple's iPad sales are slowing down much faster than many expected. It sold about 3 million fewer iPads in the last quarter than it did in the same period last year. Apple said the result was mostly related to supply changes. 

But Apple's competitors, like Amazon and Samsung Electronics, offer much cheaper tablets, and that may also be stifling the iPad's growth. Many cheap tablets that cost half as much as an iPad, like Amazon's Kindle Fire, have improved in quality, said Tero Kuittinen, managing director at Frank N Magid Associates, a strategic consulting firm. 

"Many people would argue that the quality of the $200 tablet has improved radically," Kuittinen said. "At the same time, Apple decided to pick and hold the line on premium pricing and clearly it's undermining unit growth." 

Still, Cook said on the earnings call that he was optimistic about the iPad's growth. He said that market share was not an accurate depiction of the device's success. 

More than 90% of tablets used by enterprise companies, and 95% of the tablets used by schools, are iPads, and customer satisfaction with iPads remains high, he said. 

"What it means to me is that the trend over time, over the arc of time, that things look very, very good, that iPad has a great future," Cook said. 

Apple had strong growth from iPhone sales, selling about 6 million more during the quarter than it did in the same period last year. Apple said its recent partnership with China Mobile, the biggest phone carrier in the world, helped sales. 

Sales of the iPhone pushed the company above Wall Street expectations. Analysts had expected revenue of $43.5 billion and profit of $10.18 billion, according to a survey by Thomson Reuters. 

Still, smartphone sales are slowing down industrywide, notably in China, which may pose a potential problem for Apple. Smartphone sales there are expected to grow only 20% this year, compared with growth of 60% in 2013, according to the research firm IDC. Many people with stable incomes have already bought smartphones there. 

Cook seemed confident that the iPhone would continue to find growth. He said that the older iPhone 4S was helping attract first-time iPhone buyers in emerging markets like China and Vietnam. 

Apple's iPhone sales were also up in developed markets like the United States, France and Germany, he said. 

Apple also sold 4.1 million Macs over the quarter, roughly flat compared with last year. 

The spring quarter should be tougher for Apple. The company is widely expected to introduce new iPhones with larger screens this fall, so many consumers may be holding out on buying iPhones until those models come out. 

"That's when the pressure is going to be the most intense," Kuittinen said
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Process of recovery of dues from Kingfisher on, SBI chief says

BANGALORE: State Bank of India chairperson Arundhati Bhattacharya on Saturday said the process of recovery of dues from Vijay Mallya-promoted Kingfisher Airlines is going on, "but there are legal challenges." 

"Kingfisher is currently a non-operative account and we don't want to discuss individual accounts. Whatever are the steps necessary for recovery, they are going on, but there are some steps that will take time because there is a legal system to negotiate with, and obviously there are legal challenges. So we are looking at that," she told reporters here. 

SBI leads a 17-member consortium of lenders that is trying to recover dues running into over Rs 7,500 crore in principal alone from Kingfisher Airlines. SBI has the maximum exposure of Rs 1,600 crore to the airline, which has been grounded since October 2012. Asked how much the bank has recovered from the sale of Kingfisher Airlines' shares, she said, "Nothing very much. I think the recovery is in the range of Rs 350 to Rs 400 crore." 

Asked about recovering the balance, she said, "I have fully provided from our profits." 

SBI Capital Markets Ltd has been tasked by the consortium of lenders to recover their dues. 

Punjab National Bank and IDBI Bank each have an exposure of Rs 800 crore each to Kingfisher, Bank of India Rs 650 crore and Bank of Baroda Rs 550 crore. 

Among the others, United Bank of India has Rs 430 crore, Central Bank of India (Rs 410 crore), Uco Bank (Rs 320 crore), Corporation Bank (Rs 310 crore), State Bank of Mysore, (Rs 150 crore), Indian Overseas Bank (Rs 140 crore), Federal Bank (Rs 90 crore), Punjab & Sind Bank (Rs 60 crore) and Axis Bank (Rs 50 crore). 

Lenders outside the consortium are Srei Infrastructure Finance (Rs 430 crore), Jammu & Kashmir Bank (Rs 80 crore) and Oriental Bank of Commerce (Rs 50 crore).

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Amazon phone to be powered by ‘Prime Data’: Report

According to a report, Amazon will debut a new feature called ‘Prime Data’ with its first smartphone, which will be exclusive to AT&T.

NEW DELHI: Ahead of its official unveiling, the first Amazon smartphone has caught the fancy of the tech community due to rumoured features like 3D capabilities, emphasis on gestures and five front-facing cameras. But the world's biggest online retailer may have another ace up its sleeve.

According to a report by US-based technology website BGR.com, Amazon will debut a new feature called 'Prime Data' with its first smartphone, which will be exclusive to telecom operator AT&T.

'Prime Data' is said to be a data plan for mobile users, but this cannot not be confirmed as "Amazon is holding details of the data package very close to the chest."



Though unable to confirm details about 'Prime Data', the website's sources speculate that it will be similar to AT&T's 'Sponsored Data' plan. Under this plan, when buyers use a company sponsored app on their devices, the bill for the data browsing is paid by the company itself and not charged to the users.

Therefore, Amazon may be able to lure users to buy more videos and songs on its smartphone by footing the bill for the data consumption. While Amazon offers a lot of video content, its library of songs is not as robust as that of iTunes Radio and Spotify. Recent reports have said that Amazon is looking to up the ante in the music segment as well in coming time.

Another speculation is that Amazon may simply offer free data to buyers for a specific number of months after purchase. For example, buyers may be able to browse the web on their Amazon smartphone for three months after purchase.

According to earlier reports and leaked images, the Amazon smartphone will have four front-facing cameras with infrared sensors, apart from the standard front- and rear-facing cameras. The four front-facing cameras will track users' retina to "make some images appear in 3D, similar to a hologram," as per a Wall Street Journal report.

The eye-tracking technology will monitor whether the user has moved closer to the screen and automatically zoom into images. It may also manipulate text and images as a person moves the phone
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Google+ won't remain a social network for long: Report

Google will turn Google+ into a platform instead of a product, TechCrunch reports citing "multiple sources."

Google is reportedly planning to dismantle its social network, Google+. Google will turn Google+ into a platform instead of a product, TechCrunch reports citing "multiple sources."

This means that it will no longer exist as a social network aimed at competing with Facebook, but it still may be integrated into Google's existing products.

The company has allegedly been shifting the teams that used to be at "the core" of Google+ and is moving more talent toward the Android team.

Google had 1,000-1,200 employees working on Google+. Facebook has 6,818 employees.

According to TechCrunch, here's how the shakeup will play out:

* The Google Hangouts team will be moving to the Android team
* The Photo teams are also likely to move to the Android team
* The rest of the employees are likely to take on mobile projects, such as working on widgets that would employ Google+ as a platform rather than a product. However, Google is still undecided on the matter.

All of these Google+ changes surfaced after Vic Gundotra, who led Google+, announced that he was leaving Google.

A Google representative has denied to TechCrunch that any changes within the company's Google+ strategy will change, saying that Gundotra's exit has "no impact" on its plans for Google+.

Google is also reportedly scrapping mandatory Google+ integration with its other products. That doesn't mean it will completely go away, but the integration may be scaled back.

Gundotra reportedly clashed with others inside the company, particularly around this idea of "forced" Google+ integrations into products like YouTube and Gmail.

The changes aren't particularly surprising, given Google+ as a standalone social media site didn't reach the level of popularity as rivals such as Facebook. According to The Wall Street Journal, Google+ had about seven million daily active users two years ago.

By active, the WSJ means who read posts on the social network, not those who click Google+ notifications while using Google's other services. It's possible it's grown since then, but considering that Google+ is being broken up, it seems unlikely that it had massive growth
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Apple offers to fix rare fault in older iPhones

Apple has offered to fix some older iPhone 5 smartphones with flawed on-off buttons.

SAN FRANCISCO: Apple has offered to fix some older iPhone 5 smartphones with flawed on-off buttons. 

The California-based company said a "small percentage" of iPhone 5 models manufactured through March of 2013 may have on-off buttons that stop working or work intermittently, in a posting on its support website. 

"Apple will replace the sleep/wake button mechanism, free of charge, on iPhone 5 models that exhibit this issue and have a qualifying serial number," it said at the website. 

The support web page contained instructions for iPhone 5 owners, along with a way to check serial numbers to determine if smartphones qualify for free repair. 

The process began Friday in the US and Canada and will begin in other countries on May 2, according to Apple. 

Apple prides itself on the quality of its devices, and offers of free fixes are rare for the company. 

In mid-2010, Apple put off dealing with concerns about iPhone 4 reception problems and the ensuing controversy came to be dubbed "Antennagate." 

Apple was forced to address the issue after Consumer Reports, the influential product review magazine, said it could not recommend the iPhone 4 because of signal loss problems it blamed on a design flaw. 

Apple downplayed the issue as being the overblown result of the way people held their smartphones and offered free cases as a fix.

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Samsung Galaxy S5 Mini to be waterproof

The mini version of Galaxy S5 smartphone will be waterproof, according to a statement on Samsung New Zealand’s official website. 

NEW DELHI: The mini version of Galaxy S5 smartphone will be waterproof, according to a statement on Samsung New Zealand's official website. This marks a rare occasion when a manufacturer has confirmed the existence and revealed features of an unannounced product, albeit most likely due to oversight. 

Samsung's new Galaxy S5 as well as last year's Galaxy S4 Active feature IP67 certification, meaning that the two can withstand being submerged up to 1 metre deep in water for a maximum of 30 minutes, along with resistant to dust. 

Under the warranty exclusions section on its website, Samsung New Zealand has written that "submersion of the Samsung Galaxy S5, S5 Mini or S4 Active mobile phone in water for 30 minutes or more" will result in the warranty being voided. 

This statement suggests that Galaxy S5 Mini will be water- and dust-resistant as well. 

The upcoming Galaxy S5 Mini is rumoured to have a 4.5-inch 720p screen, quad-core Snapdragon 400 processor, 1.5GB RAM, Android 4.4 (KitKat) operating system, 8MP rear camera, 16MB internal storage, microSD support and 2MP front camera. 

Samsung is also working on a camera-centric variant of Galaxy S5 (expected to be named Galaxy K Zoom), as well as a premium version with metallic body and higher-end specifications
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Higher growth may not create as many jobs

A healthier world economy and a more decisive government at the Centre is expected to push up India’s growth from decade low 4.9% likely this year and create more jobs. But a Crisil report suggests that in recent years, there is lesser employment generation per unit of growth and just higher growth may not be sufficient to absorb everyone entering the workforce:

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High demand for talent in tier II and III locations in India

Industries are leveraging the potential of small cities to expand business and in turn creating huge employment opportunities 

Ahmedabad, Vadodara and Chandigarh, are the top tier II/III locations, accounting for over 50 per cent of the total demand in small cities, according to the TimesJobs.com data.

Government and industry bodies are taking special initiatives and creating SEZs along with extended tax sops to encourage investments in these regions. All this has played a vital role in promoting these small towns into cities of the future.

What metro lacks, small cities offer

Rising inflation, real estate costs, attrition rates, lack of space in the metros and other big cities are the primary reason for industries to shift to tier II and III cities. “IT and ITeS companies are increasingly setting up operations in tier II and III cities as it equips them to cater in regional languages, especially for domestic clients,” said Sandeep Ladda, India Technology leader, PwC India. He highlighted other factors that are contributing to the rise in demand in small cities:

• Emergence of hub and spoke model – tier I cities as hubs and the tier II, III and IV cities as spokes
• According to NASSCOM, the operational cost savings are estimated to be around 10-20 per cent
• Cost of living in these cities is lower by 10-25 per cent as against tier I cities
• The workforce is more stable in the smaller cities; stickiness is higher
• Sector is promoting balanced regional growth – out of the 99 operational IT SEZs, tier II and III cities hold 44 per cent share

Opportunities galore

Over 35 per cent of the total jobs in tier II and III locations belong to the Manufacturing and IT/Telecom sector, according to the latest TimesJobs.com data.

Demand is high across key professions. Since demand is primarily driven by the Manufacturing and IT/Telecom sector; there is huge demand for engineers and IT staff. Engineers, sales business development and IT/Telecom professionals together account for nearly 50 per cent of the total demand in Tier II and III locations, according to TimesJobs.com data.

Accounting and finance profiles are also sought after in small locations. Industry experts reasoned that a mix of core and support staff is required as a company expands business in these untapped markets.

Maximum demand is for freshers, with less than 2 years of experience followed by candidates with 2-5 years of experience.

Future jobs hubs

This trend is expected to continue in the future as Tier 2/3 cities will have access to a much larger and employable talent pool with 8 of the 9 new IITs being set-up in these locations.

According to NASSCOM revenues from tier II and III cities will grow faster. Currently (FY 10-13), Chandigarh has a CAGR of 40 per cent, Kerala has 26 per cent. With 40 per cent of India’s total infrastructure spend on tier II and III cities, better infrastructure and improved connectivity is expected in times ahead. This will add to the potential of these cities as future job hubs.

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Bathe in morning sunlight to lose weight

Bathe in morning sunlight to control weight! (Thinkstock Photos/Getty Images)

Take morning sunlight not just to spruce up your vitamin D levels but manage weight too, research reveals.

People who had most of their daily exposure to even moderately bright light in the morning had a significantly lower body mass index (BMI) than those who had most of their light exposure later in the day, the study has found.

The timing, intensity and duration of your light exposure during the day is linked to your weight.

"The earlier this light exposure occurred during the day, the lower individuals' body mass index," said Kathryn Reid, a research associate professor of neurology at Northwestern University's Feinberg School of Medicine.

The later the hour of moderately bright light exposure, the higher a person's BMI, he added.

The influence of morning light exposure on body weight was independent of an individual's physical activity level, caloric intake, sleep timing, age or season.

It accounted for about 20 percent of a person's BMI.

"Light is the most potent agent to synchronise your internal body clock that regulates circadian rhythms, which, in turn, also regulate energy balance," senior author Phyllis C. Zee explained.

The message is that you should get more bright light between 8 a.m. and noon.

About 20 to 30 minutes of morning light is enough to affect BMI.

"If a person does not get sufficient light at the appropriate time of day, it could de-synchronise your internal body clock which is known to alter metabolism and can lead to weight gain," Zee added.

Just like people are trying to get more sleep to help them lose weight, perhaps manipulating light is another way to lose weight, said the study published in the journal PLOS ONE.

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