Airtel, Vodafone Idea, Jio change their operating models

NEW DELHI: Bharti Airtel, Vodafone Idea and Reliance Jio are changing their operating models for the post-lockdown era, enhancing digital recharges and deploying more chat bots and other automation tools while drastically reducing call centre operations.

Industry executives and company officials said that even the sales operations will change, with teams now targeting neighbourhoods instead of long distances to generate business leads. They are also expected to restart talks to lower network costs, with demand surging in an era where social distancing will become the norm.

“Earlier, subscribers routed their issues to call centres but now that is getting decentralised. Software is being built that will help you access all details via app.