Accelerating its forthcoming roll-out of telecom services in India, Etisalat DB Telecom announced an end-to-end outsourcing agreement with business process outsourcing (BPO) service providers Tech Mahindra, Aegis & Conflux. Valued at over Rs 750 crore ($150 million), the agreements will cover a period of over five years.
The UAE-based telecom giant Etisalat holds a 45 per cent stake in Etisalat DB Telecom India (formerly Swan Telecom).
Under the terms of the agreements, Tech Mahindra, Aegis & Conflux will set up contact centres to provide a host of customer management services including billing, collections, customer service and retention amongst others. The centres will also be responsible for the complete management of back office processes. Customers will also have access to the contact center via email, chat and sms besides inbound and outbound calls.
While Tech Mahindra will be responsible for managing Etisalat DB’s services in North & South India; West and Central India will be managed by Aegis. Conflux will be responsible for servicing customers in Bihar. The BPO’s multi-site centers will provide both inbound and outbound services in the respective regional languages besides English and Hindi.
Commenting on the association, Official Spokesperson, Etisalat DB said, “We are pleased to partner with Tech Mahindra, Aegis & Conflux who have the proven expertise in managing large customer support operations for telecom service providers such as Etisalat, both in India and internationally. Their superior customer-facing processes will reflect the strong customer service ethos of Etisalat. We are confident that these associations will enable us to manage the full customer lifecycle and provide a higher level of customer management & experience of our services in India.”
"We are pleased to partner with Tech Mahindra, Aegis and Conflux, who have the proven expertise in managing large customer support operations for telecom service providers such as Etisalat, both in India and internationally. We are confident that these associations will enable us to manage the full customer lifecycle," Etisalat DB spokesperson said.
Etisalat DB Telecom, a joint venture between Etisalat and Dynamix Balwas Group, has license to operate in 15 circles, including Andhra Pradesh, Delhi, Gujarat, Haryana, Karnataka, Kerala, Maharashtra, Mumbai, Punjab, Rajasthan, Tamil Nadu (including Chennai), Uttar Pradesh (East), Uttar Pradesh (West), Madhya Pradesh and Bihar.
