Airtel ties-up with Firstsource Solutions

NEW DELHI, INDIA: BPO services provider Firstsource Solutions and Bharti Airtel have signed a three-year outsourcing agreement.

A press release said that Firstsource will provide a suite of BPO services covering both voice and backoffice in areas like customer accounting, VAS provisioning, fraud and credit monitoring, customer service, collections, customer retention to Airtel from its centers in Chennai and Mumbai.

Firstsource will set up centers in Vashi, Navi Mumbai and Chennai for Airtel and expects to have over 1000 employees in the first year focused on providing services in English and eight 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 Jai Menon, director, Customer Service and Information Technology, Bharti Airtel.

Raju Venkatraman, joint MD and COO, Firstsource said: “We look forward to leveraging our process expertise to help Airtel get better operational flexibility, productivity and increased customer satisfaction.”