BSNL revival: BCG recommends faster 4G rollout, focus on service quality

Boston Consulting Group (BCG), which was hired by state-owned Bharat Sanchar Nigam Limited (BSNL) to chart its revival plan, has recommended that the company should expedite 4G rollouts, focus on service quality and high average revenue per user (Arpu) users, people in the know said.

Besides, BCG wants BSNL to revamp its customer experience by launching a Super App — inclusive of all the services for users. Moreover, it suggests the telco should redesign its customer acquisition process, introduce a generative AI chatbot for consumer queries and set up a premium call centre desk for high Arpu users.