Case Study: Airtel achieves frontline engagement and real-time feedback with Workplace from Meta

Realise the potential of your frontline outsourced employees

Airtel, a leading telecommunications company operating across South Asia and Africa, faced a challenge reaching and engaging its large outsourced retail workforce—about 70% of its retail business—without exposing sensitive corporate information. To bridge this gap, Airtel turned to Workplace from Meta (Workplace) to provide a secure, user-friendly platform for frontline associates while keeping corporate data protected.

Workplace from Meta implemented two separate Workplace platforms—one for on‑roll corporate employees and one for retail outsourced associates—and used Multi‑Company Groups to enable controlled cross‑platform collaboration. This setup let Airtel onboard frontline staff, run Workplace Live sessions, deploy chatbots for coaching, collect real‑time rich‑media feedback to HQ, and drive daily process compliance and training. As a result, Airtel was able to engage its outsourced retail workforce more effectively, accelerate training and feedback loops, and improve business outcomes across its retail network.

Airtel