Bharti to outsource its call centers
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Your Special Friend No, it won't. Clueless people repeat this damn fallacy so often that gullible managers are sucked into it. Outsourcing for English-speaking countries has just about hit saturation, and in any case...
Bharti to outsource its call centers
After networking and billing, Bharti plans to outsource most of its front-end customer service call centers on a pay-per-minute model.
Shyamanuja Das Tuesday, February 22, 2005
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The company has decided to outsource most of its front-end customer service call centers and has invited RFPs from potential vendors. The company plans to finalize the deal in the next couple of months, according to sources. Post-deal, only the high value customers will be served directly by Bharti's call centers. The company today has close to 2,000 people in its call centers.
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It is learnt that many offshoring service providers will be competing for the deal. Unlike the typical offshore contact center outsourcing deals, Bharti plans to work out a price based on per minutes and not based on a fixed per FTE. Also, the company is looking at a small number of outsourcing service providers for the entire piece of work, which will make the deals quite sizeable.
When finalized, this will be a benchmark deal in more ways than one. For the offshoring service providers, it will be a benchmark in terms of pricing, cost, and the entire business economics. The fact that Bharti is looking at a per minute pricing and not a typical per FTE per hour pricing, will also be a challenge for many, not so familiar with this pricing model.
On the user side, it will be the first such big deal in call center outsourcing. Though Bharti has been a pioneer in outsourcing, both its other deals-network outsourcing to Ericsson and billing application outsourcing to IBM-are telecom specific and has no major learning f or companies in other verticals. On the contrary, the call center deal, if successful could be a benchmark for all companies in general, and all Consumer Debt service companies in particular.
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