Firstsource, Airtel in three-year outsourcing partnership
SOURCE: The Hindu Business Line
DATE: May 21st, 2008
Mohit Soapbox:
The growth of domestic telecom firms is a big opportunity for BPO firms looking to offer services to domestic markets in India. It also fits in very well with the delivery model. Although the margins are less lucrative then the western markets but the scalability and ability to penetrate the Indian domestic markets is great in Indian telecom industry.
ARTICLE
A BPO services provider, Firstsource Solutions, and Bharti Airtel, have signed a three-year outsourcing agreement. Firstsource will provide a suite of BPO services covering both voice and back-office in areas such as customer accounting, VAS prov isioning, fraud and credit monitoring, a press release issued here on Wednesday stated. Firstsource’s services will also cover collections, customer service and customer retention, amongst others, from its centres in Chennai and Mumbai, the release said. The company would also set up centres in Vashi and Chennai for Airtel and expects to ha ve over 1,000 employees in the first year focussed on providing services in English and eight other regional languages to Airtel’s customers. “The partnership will support our extraordinary growth and allow us to focus on our core business of creating innovative products and services for our customers and our partners,” said Mr Jai Menon Bharti Airtel’s Director, Customer Service and Informati on Technology. Firstsource’s Joint Managing Director and COO, Mr Raju Venkatraman, said, “We look forward to leveraging our process expertise to help Airtel get better operational flexibility, productivity and increased customer satisfaction.” Firstsource currently derives 36 per cent of its revenue from the telecom vertical, the release said. – PTI
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