Etisalat India signs $150 mn outsourcing deal

MUMBAI, INDIA: Accelerating its forthcoming roll-out of telecom services in India, Etisalat DB Telecom today announced an end-to-end outsourcing agreement with leading BPO service providers namely Tech Mahindra, Aegis and Conflux.

Valued at over Rs. 750 crore ($150 million), the agreements will cover a period of over 5 years, the company said in a press release.

Under the terms of the agreements, Tech Mahindra, Aegis and Conflux will set up state-of-the-art contact centers to provide a host of customer management services including billing, collections, customer service and retention amongst others. The centers will also be responsible for the complete management of back office processes.

While Tech Mahindra will be responsible for managing Etisalat DB’s services in North and 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, the release added.

Commenting on the association, Official Spokesperson of Etisalat DB said, “We are confident that these associations will enable us to manage the full customer lifecycle and provide a higher level of customer management and experience of our services in India.”

With operations across in Asia, Middle East and Africa, Etisalat today offers fixed line services over the Next Generation Network and enables mobile users with a range of services and applications such as GPRS, 3G, 3.5G, 3.75G, BlackBerry, iPhone, MobileCam and others.