Indian telecommunications giant Airtel has announced that it will allow consumers to sign up for new Airtel Broadband connections even during the ongoing lockdown period. In an e-mail addressed to Airtel users across India, the company’s CEO Gopal Vittal clarified that the company will make all efforts to provide new users access to fast and reliable internet even during the lockdown period. What is interesting about the letter is the fact Vittal only talks about the expensive 1Gbps plans in it. It is unclear if the company will show the same zeal in serving new customers who wish to subscribe to lower-priced broadband plans.
Vittal is quoted saying;
“We know how critical it is to have a consistent and seamless experience while working from home. If you would like to get 1 Gbps Airtel Xstream Fiber – please let us know here. While we are facing challenges in fulfillment given the national lock-down, we will arrange for installation as soon as we can.”
The ongoing lockdown has had a negative impact on almost every telecom operator’s customer satisfaction index. This is primarily because they were running at reduced capacity at a time when support calls saw a marked spike. While it would not be possible for Airtel and other operators to bring back the customer service experience to pre lockdown levels, Airtel has said that it has strengthened its IVR process to address most of the queries customers might have. Users now also get the option to process a recharge using IVR. A revamped complaint raising and tracking system have also been incorporated. Apart from this, the company has also asked users to install the Airtel Thanks app using which they can control almost every aspect of their account.
Airtel also announced that it has made efforts to keep its employees safe from the Coronavirus with all their field employees being provided with masks, gloves, and sanitizers. They have also been told to maintain the highest level of hygiene.
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