Vi gets fewer consumer complaints, aims to bolster customer retention

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Mint. He added that the company has seen a 17% reduction in non-network-related complaints and improvement in transactional NPS from 47.1 to 55.7 within a year.NPS measures customer satisfaction and loyalty, and the likelihood of them recommending the product or service to others.The reduction in complaints was achieved by empowering frontline staff at touchpoints like the Vi Store, Vi Mini Store and in-bound call centre, enabling employees servicing customers to make real-time decisions and tailor solutions to individual customer needs.

Kishore noted the role of the Vi App, which caters to more than 85% of the customers’ needs, thus speeding up resolution. The company has also expanded its exclusive physical presence in over 3,000 outlets in the form of Vi Mini Stores and Vi Shops, alongside the app.

Likely To Recommend or LTR scores are already higher than the traditional call centre, and digital service request stands at 70% of all requests, he added. Streamlining operational efficiencies across its service platforms has also helped in raising the score."By empowering our employees and continuously refining our processes, we have significantly improved the quality of every customer interaction with Vi, setting new benchmarks in service excellence in the telecom industry," he said.The executive added that the company has set up specialized desks at every Vi Store for fast-tracking customer redressals, and highly-efficient customer support on helplines, which has resulted in a reduction of overall customer complaints.

“Around 60% of our customer service requests are now handled digitally, up from 40% last year. These efforts, along with investments in network coverage and customized solutions, position us well for