Under the terms of the agreements, Tech Mahindra, Aegis and Conflux will set up contact centres to provide a host of customer management services including billing, collections, customer service and retention, amongst others. The centres will also be responsible for the complete management of back office processes.
The BPO’s safeguards will ensure service and business continuity for Etisalat DB with all centres being linked to each other, thereby presenting the company with a single window to provide superior experience to customers. For the first time in the telecom sector, customers will also have access to the contact center via email, chat and sms besides inbound and outbound calls.
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 centres will provide both inbound and outbound services in the respective regional languages besides English and Hindi.
Commenting on the association, Official spokesperson, Etisalat DB said, “We are pleased to partner with Tech Mahindra, Aegis and 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 and experience of our services in India.” |
