Shanti’s Story
Shanti is an Airtel CSP (Customer Service Point) agent, who moved to a remote village near Araku after her marriage. Alongside managing her household while raising children, Shanti also serves as a critical financial lifeline for the villagers, offering door-to-door Airtel Payments Bank (APB) services.
Without a dedicated shop, Shanti's home doubles as a service point where villagers, both men and women, often visit with queries or to make transactions. The most common request she receives is for AePS (Aadhaar-enabled Payment System) withdrawals, and for larger sums, she advises customers to inform her in advance so she can ensure she has enough cash on hand. To manage this, she frequently travels to the nearest town to restock her cash supply.
Despite her hard work, Shanti feels that the income she earns from her services is insufficient. She dreams of either earning more or receiving a fixed salary from Airtel. However, she refrains from charging higher fees, understanding that many of the villagers are poor and would struggle with additional costs.
Shanti doesn’t see much difference in her role as a woman in the community, noting that both male and female customers come to her for services. One of the key factors that motivate people to open APB accounts, in her experience, is the insurance that comes with it. Those who are educated enough to understand the benefits of insurance are more inclined to open accounts.
The villagers appreciate the convenience that APB offers, particularly because they can access cash within the village through Shanti, rather than having to take a bus to a neighbouring town for basic banking services. To support financial inclusion further, Shanti also organises camps where villagers can come and get onboarded, helping to expand digital financial services in her remote community.
