Firstsource, Airtel in 3-year outsourcing pact

BPO services provider, Firstsource Solutions, and Bharti Airtel, have signed a three-year outsourcing agreement.

Firstsource will provide a suite of BPO services covering both voice and back-office in areas such as customer accounting, VAS provisioning, fraud and credit monitoring, the company said on Wednesday.

Firstsource's services will also cover collections, customer service and customer retention, amongst others, from its centres in Chennai and Mumbai, the release said.

The company will also set up centres in Vashi and Chennai for Airtel and expects to have over 1,000 employees in the first year focussed on providing services in English and eight other regional languages to Airtel's customers.

"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," Bharti Airtel's Director, Customer Service and Information Technology, Jai Menon, said.

Firstsource's Joint Managing Director and COO, Raju Venkatraman, said, "We look forward to leveraging our process expertise to help Airtel get better operational flexibility, productivity and increased customer satisfaction."

Firstsource currently derives 36 per cent of its revenue from the telecom vertical.

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