2023-06-17 11:56:00
The National Telecommunications Agency (Anatel) resumed a debate that may authorize operators to close their physical stores and serve customers only through digital channels.
Currently, Vivo, Claro, TIM and Oi are required to keep their stores open to meet customer demands in person, but this could end up changing depending on Anatel’s judgment.
The vote already has two votes in favor so that companies can close their stores. In all, there are five counselors with the power to decide the issue.
In addition to allowing customer service via 0800 or similar numbers, Anatel must also authorize that this can also be done using other digital channels, such as chat or applications.
The president of Anatel, Carlos Manoel Baigorri, and the directors Vicente Aquino and Artur Coimbra have not yet voted, but there are chances that Aquino will ask for new information for the technical area and postpone the discussion.
According to Estadão, the current trend is that operators are not obliged to have physical stores, since digital channels have evolved and the consumer is more adapted to the digital world.
If approved, the closing of stores will be a measure that will help operators save money, but hardly all units will be closed, since, in addition to plans, many also sell other services, smartphones and “experiences”.
For now, Vivo, Claro, TIM and Oi have not commented on the matter.
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