Indian telecom services provider Bharti Airtel (News - Alert) has teamed up with business process outsourcing (BPO) company Firstsource Solutions in a three-year outsourcing agreement. Firstsource currently derives 36 percent of its revenues from the telecom vertical.

 

Firstsource’s clientele includes two major telecom companies, a telecom provider in Indian, and an FTSE 100 integrated entertainment and telecom firm. The company provides a variety of services, including customer acquisition, provisioning, testing and installation of telecom products for retail and enterprise customers, fulfillment support, customer service, billing support, dispute resolution and churn management.

 

Firstsource says it is excited to tie up with Airtel at a time when the Indian telecom market is growing rapidly and already presenting many challenges to key players. With this partnership, the company seeks to leverage process expertise to help Airtel get better operational flexibility, productivity and increased customer satisfaction.

 

Airtel ibecame the first telecom service provider to implement a service model to outsource its call center operations. When it was launched in 2004, this type of setup was only beginning to become a reality in the developed economies of the world. It has witnessed impressive growth and has world class strategic BPO partners in Aegis, Firstsource, Hinduja TMT (HTMT), IBM Daksh (News - Alert), Mphasis and Teleperformance.

 

As the company looks to leverage its outsourcing agreements to achieve business leadership, it has achieved considerably improved performance and delivered greater efficiencies.

 

“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 & Information Technology, Bharti Airtel (News - Alert) “The partnership will support our extraordinary growth and allow us to focus on our core business of creating innovative products and services for our customers and our partners.”