The Hindu Business Line : BSNL hunts for pvt firms to set up, manage call centres

BHARAT Sanchar Nigam Ltd has decided to outsource its call centre requirements to private firms. The state-owned telecom major has invited bids from companies that have call centres with a capacity of more than 200 seats for setting up and managing the centres. BSNL plans to set up four call centres at Gurgaon, Pune, Bangalore and Kolkata for providing information and to handle complaints relating to mobile, broadband and Intelligent Network (IN) services.

"The approved agency would be expected to set up, operate and maintain the call centre for BSNL mobile, broad-band and IN Services in its premises with trained staff to handle customer queries and provide solutions to their utmost satisfaction based on data access available and inputs given by BSNL," said a BSNL official.

The company has already outsourced a number of its non-core areas such as public relations to external agencies. The move is in keeping with its objective of making the company battle ready for competing with private sector telecom companies.

The contract for managing the call centre will be for three years and will be extendable for next two years. As per the eligibility criteria, the company bidding for the contract should have an annual turnover of at least Rs 8 crore in the last two years from call centre operations business. The bids will be opened on March 23. The successful firm will have to establish the call centre at each of the four locations and start rendering the services to BSNL within six weeks from the date of issue of the work on 24x7 basis throughout the year. The call centre will have to ensure that every incoming call is picked up within 5 seconds. Each zonal call centre will accommodate a minimum of 150 agents initially which may be expanded to more than 400 agents at the end of second year.

Article E-Mail :: Comment :: Syndication :: Printer Friendly Page

Stories in this Section
UBICS to make India R&D hub

Innosoft defers pref offer

Virtusa bags Hysea award

Robosoft bags export award

Non-payment of dues — Data Access gets show-cause notice from DoT

Imported PCs, notebooks to cost less, post-Budget — Local makes to go up by 4%

HCL Info logs 13.7 per cent market share in desktop PCs

Satyam solution for Singapore co

SafeScrypt partners with Frontier Tech

Ramco in pact with Effulgent

Aptech ties up with UK varsity

Toshiba acquires SoCrates Soft

`Indian business owners among the top e-mail users globally'

BSNL hunts for pvt firms to set up, manage call centres