Telecommunication major, Etisalat DB Telecom, today said that it has signed over Rs 750 crore worth end-to-end outsourcing agreements with BPO providers - Tech Mahindra, Aegis and Conflux.
The move is to accelerate Etisalat DB Telecom’s forthcoming roll-out of telecom services in the country.
Under the agreement, Tech Mahindra, Aegis and Conflux would set up state of the art contact centres to provide a host of customer management services including billing, collections, customer service and retention amongst others, the company said in a statement here.
“We are pleased to partner with Tech Mahindra, Aegis and Conflux who have the proven expertise in managing large customer support operations for telecom service providers such as Etisalat, both in India and internationally,” Etisalat DB’s official spokesperson said.
The agreement would be for a period of five years.
Etisalat DB Telecom is a joint venture between Etisalat and Dynamix Balwas Group.
The BPOs safeguards would ensure seamless service and business continuity for Etisalat DB with all centres being linked to each other, thereby presenting the company with a single window to provide superior experience to customers, the statement said.
Customers will also have access to the contact centre via email, chat and sms besides inbound and outbound calls.
While Tech Mahindra would be responsible for managing Etisalat DBs services in north and south India, west and central India will be managed by Aegis.
Conflux would be responsible for servicing customers in Bihar.
The BPOs multi-site centres would provide both inbound and outbound services in the respective regional languages, besides English and Hindi.
