Thread: Is Airtel DTH customer care closing complaints without solving?

Is it common for Airtel DTH customer care to close complaints without solving them? this ihas happened twice with me already.. my balance was not updated and after 5 days i came to know tht the complaint was automatically closed.

Many call centers do that. They just close the complaint saying "talked to customer ... explained <blah> <blah> <blah>", etc. and close the ticket.

- It shows that CC is effectively handling many complaints per day
- CC persons have variable incentives linked to number of cases closed per day/week/month
- cases not closed within specific time get escalated automatically. Closing them kills the process.

Deplorable but true.

Only true customer care centers have a customer login facility where customer can look at the case, worklog, resolutions, etc.

Afterall they want to show that the organization is efficient, statistically. so the Management Information (MIS) are a known structure to watch.
i used to Joke that many organizations MIS manage.
I also call it jocularly "mera bharat mahaan" psychology.