KFON Launches Tech Call Centre for Faster Customer Support

Thiruvananthapuram: Kerala Fibre Optic Network (KFON) in order to improve the customer engagement and ensure faster and more efficient service across Kerala has established a new Technical Call Centre at its headquarters in Thiruvananthapuram. 

The centre has 37 professionals with 60% of the workforce being women. The support system has a three-level escalation model – L1, L2, and L3 – to ensure timely resolution of complaints. High-priority issues (P1) are resolved within 2 to 3 hours, while other complaints (P2 to P4) are addressed within 8 to 48 hours, depending on the severity.

A modern ticketing system sends real-time SMS updates to customers from the moment a complaint is registered to the time it is resolved. If on-site support is required, the Network Operations Centre (NOC) works with certified local service partners to handle the issue.

KFON also offers dedicated support for enterprise clients, with 24-hour resolution guarantees for any service disruptions. All calls are monitored live to maintain service quality.

Customers can register complaints via the toll-free number 18005704466, through the Ente KFON mobile app, or by logging into the self-care portal at https://bss.kfon.co.in. Support is available in both Malayalam and English.