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Etisalat DB signs $150m BPO contract

To set up contact centres that provide customer management services

Etisalat DB Telecom has entered into a five- year outsourcing agreement worth $150m with three business process outsourcing companies — Tech Mahindra, Aegis and Conflux.

Under the agreement, the three companies will set up contact centres for Etisalat’s India operations in order to provide customer management services such as billing and collections, and back-office services. This move supports Etisalat’s plan to roll-out mobile services in 15 telecoms zones in India later this year.

In addition to the conventional inbound and outbound calls, the contact centres will also allow customers to access the contact centre via email, chat and sms. The centres will offer services in regional languages apart from English and Hindi.

Tech Mahindra will manage services in Northern and Southern regions of India; whereas Aegis will oversee West and Central India and Conflux will service customers in Bihar.

Official spokesperson of 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.”