service team is also ready. To ensure optimal customer services, XL Axiata provides around 550 customer contact service officers, both call center and digital care services. This customer service is on standby 24 hours a day, seven days a week.
XL Axiata has also prepared various facilities and infrastructure, either by telephone or digital services that can be done from home, including online XL Center services, Call Center services, and Maya Digital Care services through myXL and AXISnet applications, as well as digital channels such as e-mail, Twitter, Facebook, Instagram, and Live Chat, to serve and provide solutions to various questions, both regarding service complaints and product information, to loyal customers.
Not only that, customers can also get services, including various products, at 92 XL Centers spread across various cities throughout Indonesia. In several cities, XL Centers remain open on Christmas and New Year's Day, especially those located in shopping centers or malls. In previous years, every long holiday, both during Eid and year-end, the number of customers contacting call centers and digital care decreased compared to regular days.
Of the total customers who have made contacts, the percentage of topics that are often asked by customers include internet and roaming package services, products/services, how to activate numbers and cards, and MyXL and AXISNet applications. To facilitate customers, detailed schedules and XL Center locations can be accessed at https://www.xl.co.id/bantuan/xlcenter-lokasi.
XL Axiata currently has more than 57 million customers and is strengthened by more than 158 thousand BTS, with the majority being 4G BTS, as well as a fiber optic backbone network that stretches for more than 159 thousand km, supporting data networks spread across most of the vast Indonesian archipelago. XL Axiata also keeps investing in fiber networks, transmission, backhaul, network modernization, and various other network upgrades to improve stability, network capacity, and data service quality in line with the increasing data service traffic.