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Weeks after facing a setback in a row of bigotry, Bharti Airtel said that he should have acted more quickly in processing the demand for a non-Muslim customer service staff by a user and now the processes are "even tighter" to deal with such problems.
In an interview with Airtel MD and CEO (India and Southeast Asia), Gopal Vittal said that the company has a social media war room and fixed processes as well as keywords marked which should trigger a quick response.
Last month, when a DTH viewer from Airtel Pooja Singh, based in Lucknow, wanted a non-Muslim official to take care of his complaint, the company had stated that "I have no problem with this." she had never bent to bigotry.
Vittal said in the era of social media that "companies have become easy targets".
"In any call center environment, if a person receives a complaint (and) if it is busy, the next complaint is pbaded on to another person." with Person A (plaintiff), this is happening in the airlines, the credit card companies, the banks, that's how the call centers work, "says Vittal.
"Now, for a fanatic to come out with a stupid tweet and get it mad … the only thing we should have done is probably to respond faster and say what's going on," he conceded.
Airtel's manager, Shoaib, had initially responded to Pooja's complaint about his bad service, but shortly thereafter he was taken in charge by another leader, Gaganjot. who exchanged messages with her about the complaint.All this happened before she tweeted to the search e of a "Hindu representative" as she had "no faith in her work ethic (Shoaib)".
Vittal alluded to the fact that this fact should have been mentioned before.
"I think it was a good lesson, but it is very unfortunate that this thing has happened because it is so far from reality. As a business, we are proud diversity not only of religion, but of all kinds ". .
Airtel sees diversity as an integral part of its culture.
"For us, diversity is a vital part of who we are … religious diversity, diversity of genres … This (incident) for me is hurtful because it exploded like that.
Vittal said that several steps have already been taken by the company in the past, and the processes are still tightened now.
"This is not right after the". Incident … we have already taken action without waiting for this incident, we just need to be more specific and better, "he said.
Describing the processes in place, Vittal said: "We have a social media war room that exists, we have a center, we have keywords, we have fixed processes … there are a lot of steps we had taken before that, that's it. it's just that these steps are getting stronger. "
Airtel last month stated that the company did not resist bigotry" for the most part, false and factually incorrect. "
A customer made" a scandalous request to prefer to speak to someone else ". one of a particular religious identity, "but the two department heads continued to work diligently to secure a solution to the complaint, he said.
" The fact that Shoaib was not not been identified and that Gaganjot seized the case was interpreted as "bowing to fanaticism" .The fact that Gaganjot failed to verify the religious identity of his colleague before he take the case was read as follows: "taking into account a discriminatory demand," he had said.
Airtel had pointed out that this had not changed the advisor "because of the unfathomable demand of the said client".
"At Airtel, we have never succumbed to differentiation on the basis of religion, ethnicity or caste," he said. MBI MKJ MKJ
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