The Hindu Business Line : Airtel signs outsourcing deal with Firstsource

Firstsource will provide a suite of BPO services covering both voice and back office in areas such as customer accounting, VAS provisioning, fraud & credit monitoring, customer service, collections and customer retention to Airtel from its centres in Chennai and Mumbai. Firstsource will set up centres in Vashi, Navi Mumbai 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.

“Firstsource brings a wealth of knowledge and expertise in running large customer support operations for global telecom services providers and we believe our customers will benefit from their service capabilities” said Mr Jai Menon, Director, Customer Service & Information Technology, Bharti Airtel “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.”

Mr Raju Venkatraman, Joint Managing Director & Chief Operating Officer of Firstsource, said, “The Indian telecom market is an extremely large, rapidly growing one and has unique challenges. We look forward to leveraging our process expertise to help Airtel get better operational flexibility, productivity and increased customer satisfaction.”

Airtel already has BPO outsourcing deals with Aegis, Firstsource, Hinduja TMT, IBM Daksh, Mphasis and Teleperformance.

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