The country?s largest mobile operator, Bharti Airtel, on Wednesday entered a three-year outsourcing deal with Firstsource Solutions for voice and back office operations.
According to the agreement, the BPO would render services for?voice and back office in customer accounting, VAS provisioning, fraud and credit monitoring, customer service, collections, customer retention from its centres in Chennai and Mumbai. In the first year, Firstsource would set up centres specifically for Airtel in Mumbai and Chennai with an employee strength of around 1,000 persons and the services would be offered in English and eight regional languages in the first year.
Bharti Airtel?s telecom managed services were earlier outsourced to Nokia in a $4 million deal, while its IT services had been contracted to IBM at an estimated $750 million. The telecom vertical currently contributes about a third of Firstsource?s revenues.?It currently derives 36% of its revenue from the telecom vertical, it said. Firstsource is a global provider of BPO services headquartered in India. Firstsource provides business process management to global leaders in the banking and financial services, telecom and media and healthcare sectors.
Jai Menon, director, customer service and information technology, Bharti Airtel,?said, ?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.?
Raju Venkatraman, joint MD and COO of Firstsource said, ?We are delighted to partner with like Airtel. We look forward to leveraging our process expertise to help Airtel get better operational flexibility, productivity and increased customer satisfaction.?