New Delhi: Country’s largest private telecom operator Bharti Airtel has signed a three-year outsourcing deal with BPO firm Firstsource Solutions to offer voice and back office operations to its 66 million mobile customers.
The company did not disclose the deal size, but industry sources said its a small size deal.
As per the agreement, Firstsource would provide BPO services covering both voice and back office operations in areas such as customer accounting, VAS provisioning, fraud and credit monitoring, customer service, collections, customer retention and from its centres in Chennai and Mumbai.
“Firstsource would set up centres in Vashi, New Bombay and Chennai for Airtel and expects to have over 1,000 employees in the first year focused on providing services in English and 8 other regional languages to Airtel’s customers,” it added.
Earlier, Bharti had outsourced its telecom managed services with Nokia in a $400 million deal and had also outsourced IT services with IBM in an estimated $700-750 million deal.
Bharti has strategic BPO partners in Aegis, Firstsource, Hinduja TMT (HTMT), IBM Daksh, Mphasis and Teleperformance.
“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,” Bharti Airtel’s Director, Customer Service and Information Technology, Jai Menon said.