• Awards New Six Year Contract to IBM Global Technology Services
• To create it's first “One Airtel” Customer Service Centre embracing all lines of businesses
New Delhi , October 15, 2008: Bharti Airtel , India 's largest private telecom services provider, today announced a strategic outsourcing agreement with IBM (NYSE: IBM) to further enhance its customer service experience for its top end Platinum customers through process and technology innovation.
The six year Q3 contract for outsourcing contact services to IBM's Managed Business Process Services (MBPS) unit will involve augmentation of Airtel's sales, customer service, and back office capabilities. IBM MBPS combines IBM's deep industry and process expertise with innovative technologies and a talented employee force to offer client's repeatable processes and assets that can improve process productivity and deliver cost savings and reduced risk.
IBM Daksh Business Process Services, a wholly owned subsidiary of IBM Corporation, will provide a suite of services covering both voice and back office in areas such as customer service, collections, customer retention and the like to Airtel Platinum customers from its centers. IBM Daksh expects to have over 700 employees in the first year focused on providing services in over 11 languages to elite Airtel customers across the country.
"We are highly focused on our customers and continue to innovate and invest in enhancing their experience. In this direction we have taken another step by moving to a ‘One Airtel' outsourcing arrangement which is oriented towards our business outcomes and customer delight than on effort. Our keen focus coupled with IBM Daksh's extensive knowledge and expertise in this domain of servicing high-end customers would surely help us to further enhance the experience of our platinum customers.” said Dr. Jai Menon, Director, Technology and Customer Service, Bharti Airtel . He said, “This partnership will help us concentrate on our endeavor to create and provide highly innovative and customized products and services for our platinum customers.”
Pavan Vaish, CEO, IBM Daksh , said, "IBM will utilize its rich industry knowledge and leverage its innovation capabilities to help Bharti Airtel offer enhanced service delivery to its Platinum customers thus increasing their satisfaction levels in today's highly challenging telecom market. We look forward to offering our process transformation knowledge to help Airtel get better operational flexibility, productivity and increased customer satisfaction of these high-end customers.”
The partnership is also expected to help Airtel consolidate its service delivery to its Platinum customers across its business units of Mobile Services, Telemedia Services (Fixedline and Broadband) and Enterprise Services. Airtel became the first telecom service provider, to implement a service model to outsource its call center operations, which at the time of launch in 2004, was only beginning to become a reality in the developed economies of the world.
About Bharti Airtel Limited:
Bharti Airtel Limited, a group company of Bharti Enterprises, is India 's leading integrated telecom services provider with an aggregate of around 80 million customers as of end of September 2008, consisting of 77.48 million mobile customers. Bharti Airtel Limited has been voted as India 's most innovative company, in a survey conducted by The Wall Street Journal.
Bharti Airtel is structured into three strategic business units - Mobile services, Telemedia services and Enterprise services. The mobile business provides mobile & fixed wireless services using GSM technology across 23 telecom circles. The Telemedia business provides broadband & telephone services in 94 cities and is foraying into the IPTV and DTH segments. The Enterprise business provides end-to-end telecom solutions to corporate customers and national & international long distance services to carriers. All these services are provided under the Airtel brand. Airtel's high-speed optic fibre network currently spans over 78,540 kms covering all the major cities in the country. The company has two international landing stations in Chennai that connects two submarine cable systems - i2i to Singapore and SEA-ME-WE-4 to Europe . For more information, visit www.bhartiairtel.in/