Customer service has always been the frontline of brand perception. In today’s hyperconnected world, response time and consistency are as important as the solutions themselves. Yet many organizations still struggle with fragmented knowledge bases, inconsistent agent performance, and long resolution cycles that leave customers frustrated.
When you peel back the layers, the challenge isn’t effort — it’s access to the right information at the right time. Agents often juggle multiple systems, searching for policies or past tickets, while customers wait impatiently. Add in the pressure of volume across chat, email, and phone, and even experienced teams can struggle to keep quality consistent.
Cybersecurity ecosystem
The Data Security Council of India has forecast that the cybersecurity ecosystem will expand up to a point where nearly one million professionals will be required by 2025. Additionally, the demand for cloud security skills is estimated to grow by 115% between 2020 and 2025, representing almost 20,000 job openings, Narayan added.
An extensive exercise in reskilling and/or upskilling the existing workforce, believe staffing experts, is one of the ways that telcos can future proof their work.
Indian mobile phone operators are expected to at least double their investments on network security with the 5G roll out expected to spark a surge in network vulnerabilities, which assume critical importance especially for enterprises.
However, it is already proving to be a challenge for telcos to have robust security teams.
“Even if we do not talk about 5G (specifically), the security talent in general in the country is very sparse at the moment. We need to get more (security) professionals in the system”
Bharti Airtel, for example, has been preparing for 5G roll out by upskilling its professionals and offering them certification courses such as CCNA (Cisco Certified Network Associate) and CCNP (Cisco Certified Network Professional). The courses are offered based on skill and eligibility level free of cost.
