The Hindu Business Line : 20 BPOs eye National Aviation’s mega contact centre deal

New Delhi, March 9 At least 20 BPO companies are eyeing a mega contract by the National Aviation Company of India (NACIL), to provide round-the-clock contact centre services for the airline’s callers.

NACIL — which is the company created by the merger of Air India and Indian — has already kicked-off the initial process by inviting ‘Request For Information’ (RFI) for the proposed centralised contact centre, which is expected to handle about 35,000 domestic and 8,000 international calls daily.

More may bid

Sources said that the number of companies in the fray may go up further as NACIL is expected to come out with Express for Proposals by the end of March or early April.

Currently, NACIL’s international callers from the US, UK and Canada are serviced through an in-house call centre located at Nariman point, Mumbai, while reservation agents handle queries of passengers over the telephone in other centres. Inquiries of domestic passengers are handled by outsourced call centres.

NACIL now plans to serve its callers through 24X7 centralised contact centre from a single service provider in India, with facilities located either in National Capital Region, Greater Mumbai, Navi Mumbai or Thane. The centre would focus on services relating to airline passenger reservation, ticketing, check-in and flight information, among others. For instance, in case of in-bound services the scope of work would include direct serving of calls or e-mails for reservation and reconfirmation, apart from providing information on flight schedules, special fare and mishandled luggage.

For out-bound services, the service provider would look at pre-flight and post-flight checks, initiate calls for flight delays through multiple channels (SMS, IVRS and calls), and provide tele and direct marketing of NACIL products.

Other requirements include payment gateway for revenue collection and disaster recovery solutions. “The service providers have been asked to give details of existing and new solutions for revenue collection towards the sale of tickets through these call centres,” sources said.

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