NEW DELHI: Bharti Airtel<\/a>, Vodafone Idea<\/a> and Reliance Jio<\/a> are changing their operating models<\/a> for the post-lockdown era, enhancing digital recharges<\/a> and deploying more chat bots and other automation<\/a> tools while drastically reducing call centre operations<\/a>. 业内高管和公司官员说,即使是销售业务将会改变,现在团队针对社区而不是长途来生成业务领导。他们也将重启谈判,以降低网络成本,需求激增的时代,社会距离将成为常态。 新德里消息:Bharti Airtel,沃达丰的想法和依赖Jio正在改变他们的运营模式post-lockdown时代,加强数码充电和部署更多的聊天机器人和其他自动化工具,大大减少呼叫中心业务。 NEW DELHI: Bharti Airtel<\/a>, Vodafone Idea<\/a> and Reliance Jio<\/a> are changing their operating models<\/a> for the post-lockdown era, enhancing digital recharges<\/a> and deploying more chat bots and other automation<\/a> tools while drastically reducing call centre operations<\/a>.
Industry<\/a> 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<\/a>. 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. Even those who don’t have apps will see more chat bots on their laptop screens or have specific numbers where they can message and get their problems solved,” said a senior executive of a private telco.
Rajiv Sharma, head of research at SBICap Securities, expects such call centre costs to come down by at least 20%.
Another result of the Covid-19 upheaval is the push toward digital recharges across cities and towns. During the lockdown, telcos allowed recharges via tie-ups with local grocery stores and ATMs. That drive will increase so that physical recharges no longer remain an urban practice.
<\/p>Read also<\/h4>
![](\"\/\/www.iser-br.com\/Themes\/Release\/images\/responsive\/ettelecom-default.jpg\")
<\/a><\/figure>Airtel terminates call centre services from Karvy for alleged breach of rules, pact<\/a><\/h5><\/div>
<\/a><\/figure>Vodafone Idea offers customer care, number requests via WhatsApp<\/a><\/h5><\/div><\/div><\/div>
“The digital recharges will increase and the distribution costs will go down,” said Kunal Vora, senior telecom analyst at BNP Paribas India.
Another senior industry executive told ET that before Covid-19, 35% of a telco's recharges were processed digitally. In the next two quarters, that share is expected to jump to 65% even when travel restrictions are removed.
Vodafone Idea is also betting big on digital. “Digitisation will help the company remotely manage many aspects of its business operations,” said a company spokesperson.
Industry executives see the critical sales operations going through big changes as well. \"Sales teams are now targeting neighbourhoods to generate leads. Those days of going out to cover large distances in customer acquisition no longer exist,\" said another industry executive. Emphasis will be given on using the millions of existing customers to generate leads.
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Airtel,沃达丰的想法,Jio改变他们的操作模式
行业高管和公司官员说,即使是销售业务将会改变,现在团队针对社区而不是长途生成业务领导。他们也将重启谈判,以降低网络成本,需求激增的时代,社会距离将成为常态。
“之前,用户路由问题呼叫中心但现在越来越分散。软件正在建造中,通过应用程序将帮助您访问所有细节。即使是那些没有应用程序将会看到更多的聊天机器人在笔记本屏幕上或有特定的数字,在那里他们可以消息和解决他们的问题,”一个私人电信的一位高管说。
Covid-19剧变的另一个结果是推动数码充电在城市和城镇。在封锁期间,通过合作与当地电信公司允许充电杂货店和自动取款机。驱动将会增加,这样身体充电不再保持城市实践。
“数码充电将增加和分销成本会下降,”说Kunal Vora法国巴黎银行(BNP Paribas)资深电信分析师印度。
另一位资深业内高管告诉ET Covid-19之前,电信的充电处理数字的35%。在接下来的两个季度,这一比例预计将跃升至65%甚至当旅行限制移除。
沃达丰的想法也在数字上下了很大的赌注。“数字化将帮助公司远程管理业务的许多方面,”公司的一位发言人说。
业内高管看到关键的销售业务经历巨大的变化。“销售团队现在针对社区生成线索。那些日子去覆盖大部分距离的顾客不再存在,”另一位行业高管说。重点将使用数以百万计的现有客户生成线索。
Industry<\/a> 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<\/a>. 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. Even those who don’t have apps will see more chat bots on their laptop screens or have specific numbers where they can message and get their problems solved,” said a senior executive of a private telco.
Rajiv Sharma, head of research at SBICap Securities, expects such call centre costs to come down by at least 20%.
Another result of the Covid-19 upheaval is the push toward digital recharges across cities and towns. During the lockdown, telcos allowed recharges via tie-ups with local grocery stores and ATMs. That drive will increase so that physical recharges no longer remain an urban practice.
<\/p>Read also<\/h4>
<\/a><\/figure>Airtel terminates call centre services from Karvy for alleged breach of rules, pact<\/a><\/h5><\/div>
<\/a><\/figure>Vodafone Idea offers customer care, number requests via WhatsApp<\/a><\/h5><\/div><\/div><\/div>
“The digital recharges will increase and the distribution costs will go down,” said Kunal Vora, senior telecom analyst at BNP Paribas India.
Another senior industry executive told ET that before Covid-19, 35% of a telco's recharges were processed digitally. In the next two quarters, that share is expected to jump to 65% even when travel restrictions are removed.
Vodafone Idea is also betting big on digital. “Digitisation will help the company remotely manage many aspects of its business operations,” said a company spokesperson.
Industry executives see the critical sales operations going through big changes as well. \"Sales teams are now targeting neighbourhoods to generate leads. Those days of going out to cover large distances in customer acquisition no longer exist,\" said another industry executive. Emphasis will be given on using the millions of existing customers to generate leads.
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