Reliance Jio Infocomm (RJio), a wholly-owned subsidiary of Reliance Industries Ltd, has permitted its complete buyer care employees to make money working from home (WFH), and plans to make it a norm after the lockdown ends.
The operator redirected all of the queries coming to its helpline desk to the decision centre brokers’ telephones, which have been then answered from the consolation of the brokers’ properties.
“With expertise innovation, we have been in a position to transfer our complete expertise stack of name centres onto easy cellphones. And all our brokers began dealing with the interactions in a distant approach. Once more, it stays an industry-first innovation,” Pankaj Pawar, Senior Vice President at RJio, mentioned on the firm’s fourth quarter outcomes final week.
“I feel, it was essential for us that each one our name centres, whether or not they’re for calls ― meaning voice, social, textual content, chat ― (or) something, we moved to a virtualised approach,” he mentioned.
This helped the corporate present activation, recharging and different companies throughout the lockdown interval, other than protecting the community operating.
“When the Covid-19 difficulty is over, this may very well be the brand new norm. Additional, this could allow BPO actions being pushed into rural components of the nation and supply part-time employment to individuals like homemakers. This is able to additional scale back prices,” Anshuman Thakur, Head of Technique at RJio, mentioned.
This initiative can even assist recruit expertise obtainable throughout the nation, who in any other case won’t wish to transfer to a metropolis.