Tuesday, August 09, 2005
Bharti announces BPO outsourcing
Mphasis BFL Ltd has informed BSE that Bharti Televenture Ltd, India's leading telecommunication conglomerate, has announced first ever landmark agreements to outsource its call center operation to some of the best international BPOs. These strategic partnerships with four international BPOs i.e. Hinduja TMT (HTMT), IBM Daksh, Mphasis & TeleTech Services are aimed at significantly enhanced Quality of Customer Service Delivery to the customers of brand Airtel across India. Bharti also announced a landmark technology outsourcing arrangement with Nortel wherein Nortel will deliver technology and expert resources required to provide world-class customer services to Bharti's customers via voice advanced speech recognition, multimedia contact center, unified messaging, computer-telephony integration, IP-enabled video communications and receiving & routing calls to the respective customer service partners. The agreement to outsource its call center operations by Bharti provides for the use of world-class customer service technology solutions in accordance with the international best practices and technology. The strategic move would also enable the brand to provide a standardized, consistent and a high quality contact experience to all its customers, in all the 23 mobile circles in India. This would also create economies of scale through consolidation of contact centers, which in turn will result in reduction of capital investment for technology upgrades.