New Delhi, Aug. 8: Bharti Tele-Ventures today signed a deal to outsource its customer services to IBM Daksh, MphasiS, Teletech Services and Hinduja TMT (HTMT).
The arrangement will create economies of scale for Bharti through consolidation of contact centres. This in turn will reduce capital investment in technology upgradation.
“The world has taken notice of Bharti's innovative strategy to leverage IT and network outsourcing agreements to achieve business leadership,” Bharti Tele-Ventures joint managing director Akhil Gupta said while announcing the initiative.
As part of the deal, HTMT will set up contact centres in Chennai and Hyderabad and IBM Daksh in Chandigarh, Calcutta and Pune.
Teletech will set up its units in the National Capital Region (NCR); MphasiS will work out of NCR and Bangalore. The move will benefit more than 12.5 million AirTel customers and others who will avail of the operator’s services in future.
Bharti has also tapped Nortel for technology and expertise in providing customer services via voice, advanced speech recognition, multimedia contact centre, unified messaging, computer-telephony integration, Internet protocol-enabled video communications and receive and route calls to the respective customer service partners.