Etisalat DB Telecom, a new entrant in the Indian telecom space yet to launch services, has awarded an end-to-end outsourcing contract to three BPO service providers — Tech Mahindra, Aegis and Conflux, the company said on Tuesday.
The deal, spanning over five years, is valued at over Rs 750 crore. Etisalat is a JV between the UAE’s Etisalat Group and India’s Dynamix Balwas Group with Etisalat holding 45% in the JV.
Tech Mahindra will be responsible for managing Etisalat DB’s customer care operations in the north and the south, while Aegis BPO would manage the west and the central region. Conflux will be responsible for servicing customers in Bihar. Etisalat DB earlier awarded a $400-million IT outsourcing contract to Tech Mahindra.
The three BPO’s multi-site centers will provide both inbound and outbound services in the respective regional languages, besides English and Hindi. The three BPO vendors would provide customer management services to the operator, including billing, collections, customer service and customer retention. The centres will also be responsible for the complete management of back office processes. Customers will also have access to the contact center via e-mail, chat and SMS.
“We are confident that these associations will enable us to manage the customer lifecycle efficiently and provide a higher level of customer experience,” said the company in a statement.
The operator has telecom licence in 15 circles, including New Delhi, Haryana, Maharashtra, Mumbai, Uttar Pradesh and Bihar. The operator plans to start telecom services by the year-end.
Thursday, October 22, 2009
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