The Companys Structure Airtel CUSTOMER SERVICE DELIVERYCustomer Service Delivery is one of the very essential departments of the organization. Itplaysaveryvital roleintheorganization.Thisdepartment startsworkingright fromthebeginning when a customer applies for a connection.CSD is the department which is to sort out any kind of problem faced by the customer. Thedepartment is playing a very vital role in retaining the customers.The department has three touch-points- OUTLETSThe outlets are those where a connection is available and a customer can go and grab. Theoutlets are made by the company for easy access of the connection. Suppose a customer isfacing any problem! he"she will go to the outlet first and ask what to do regarding it. Theyhere at this point provide service to the customers for easy access and contact the company asand when re#uired. The outlets work on behalf of the company and provide service to thecustomers.Through outlets a customer pays bill! recharge the number! launch complains! etc. $utlets arefirst place where from the functioning of the department starts.CALL CE!TRE%e areverymuch familiar withthe term CallCentre.%e know what itdoesand howitfunctions. & call centre receives a call from a customer and treats the customer according totheir needs.& customer contacts a call centre through a given helpline number by the company. The callcentredealswiththecomplainsandalsoprovidewithinformationthat isre#uiredtothecustomer. Thisisaplacewheretheytriestosolvetheproblemonlineifpossibleortheytakethecomplain from the customer and gives the customer a complain number. 'ow a day(s callcentre is available in almost all the company(s. The main function of call centre is to solve theproblem of the customers and follow up. TOUCH POINTSSELF CALLOUTLESEL" SERVICEThis is a touch point where a customer does everything themselves. This is done with S)Sservice. *yfollowingtheguideonecandoit. +erewhat happenisifapersonwantstoactivateaservicelikemisscall alert! caller tune! news! etc. Thecustomer canreadtheinstruction and do it by himself by sending one S)S or by dialling a specified number.If a customer wants to check the balance amount of the number using for a pre-paid customeror if a post-paid customer wants to know the bill amount of the number! then the customercan by dialling the specified number provided by the service provider can check it.The CSD department has three departments. They are shown below CSDZONAL OPERATIONSERVICE EXPERIENCECONTACT EXPERIENCECall centre, IVR(Interactive Voice Recorder, Service Recover!"Co##$nication, Collection, Service, Provi%ionin&, Ri%' and Credit"#UMA! RESOURCE DE$ARTME!TThe +uman ,esource department in &irtel is divided into four sub-divisions. -et us see what the entire department does and how it functions TALE!T AC%UISITIO! .. $,/&'I0&TI$' ST,1CT1,2.3. )&'4$%2, ,251I,2)2'T" 4-&''I'/.6. S$1,CI'/.7. +I,I'/.8. I'D1CTI$'"$,I2'T&TI$'.LEAR!I!& A!D DEVELO$ME!T .. 4)S 942,:$,)&'C2 )&'&/2)2'T S;ST2),&(s. 2mployees areevaluated on the key business parameters and on their leadership skills through a rigorousevaluation process during the annual 4)S 94erformance )anagement System