According to current legislation, telephone operators, like Tim, Alive and Of course, they must have at least one store with in-person service for each region that has 100 thousand inhabitants or more. Furthermore, there should be an additional one for every 400 thousand inhabitants in the municipality.
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Recently, on October 27th, Anatel's Board of Directors approved the General Rights Regulation of the Consumer of Telecommunications Services (RGC), establishing new rules regarding service in person. According to the new rules, telephone companies will be able to reduce the number of in-person service stores.
This opens up the possibility for operators to sell plans that only offer digital service to resolve potential customer problems. In return, operators must reduce Connections unwanted messages to consumers' phones.
From now on, companies will only be able to have one in-person service location for regions that have 100,000 users, regardless of the number of inhabitants.
According to projections made by Anatel, the number of operators' physical stores could reduce from 2,800 to 789 across the country. As a result, thousands of customers will only rely on 0800 or virtual assistance to resolve problems with the operator.
As previously reported, the new rules allow operators to offer cell phone and internet plans that only entitle you to virtual service. Therefore, if the consumer chooses one of these plans, the service will only be virtual, without the right to face-to-face service.
The new model will work in a similar way to 100% digital banks. However, operators must limit services provided by robots, providing human assistance 24 hours a day to assist with urgent demands. In relation to other operations, the operation will be from 6am to 10pm.
