Business Daily from THE HINDU group of publications
Tuesday, Nov 03, 2009
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Business Daily from THE HINDU group of publications Tuesday, Nov 03, 2009 ePaper | Mobile/PDA Version | Audio | Blogs |
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Info-Tech
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Telecommunications Web Extras - Outsourcing Sparsh lowest bidder for BSNL’s BPO deal
Adith Charlie Mumbai/ New Delhi, Nov. 2 The BSE-listed Sparsh BPO is understood to have quoted the lowest amount for a five-year business process outsourcing contract from the state-owned Bharat Sanchar Nigam Ltd (BSNL). Sparsh BPO, which is the domestic arm of Intelenet Global Services, put in a bid at Rs 1.15 a call for providing contact centre services to the state-run company in the North zone, a person familiar with the development told Business Line. Initially, the contract will be for three years and will be extendable for the next two years on year-to-year basis at the discretion of BSNL. At Sparsh’s current bid price, the five-year deal works out to Rs 250 crore. Despite repeated attempts, officials at Sparsh could not be contacted. Sparsh has pipped rival back-office firms such as MphasiS, Spice BPO and Spanco BPO which were also in the fray. The B.K. Modi-promoted Spice BPO was the second lowest bidder at Rs 1.50/call, while Spanco BPO and MphasiS BPO put in bids at Rs 1.57 and Rs 3.20. BSNL is one of Gurgaon-based Sparsh’s top customers. It provides contact centre services to BSNL’s GSM – Cellone, Excel Sevices and B-Fone services across India, according to the company’s Web site.
In-fact, even the previous engagement for the same zone was with Sparsh until the contract expired, sources say. At Spash`s current bid price, the per seat realisation works to be less than what it was in the previous engagement, sources say. As is the norm at BSNL, the financial bid by Sparsh and the other vendors will be evaluated for discrepancies and it will go through the process of negotiations. The deal will be awarded to Sparsh only if it emerges as the lowest bidder even post the evaluation. As part of the outsourcing deal, the agents at the vendor’s premises will be required to handle queries from customers and provide solutions. This will also include obtaining customer feedback. BSNL to outsource customer-care to BPOs More Stories on : Telecommunications | Outsourcing
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