India-based BPO services provider Firstsource Solutions has signed a five-year, INR1,450m outsourcing agreement with Idea Cellular.
Under the agreement, Firstsource will provide a suite of customer management interaction services including customer service, billing, new product information and plan details related interaction services to Idea from its centre in Coimbatore.
Firstsource said that it will provide these services for Idea’s customers in the states of Kerala and Tamil Nadu in English, Malayalam and Tamil.
Navanit Narayan, chief service delivery officer of Idea Cellular, said: “Firstsource brings a wealth of knowledge and expertise in running large customer support operations for global telecom service providers and has the ability to help us manage our rapid growth in the service areas of Kerala and Tamil Nadu. We believe our customers will benefit from their service capabilities.”
Firstsource provides customised business process management to the companies in the banking and financial services, telecom and media, and healthcare sectors. It has operations in India, the US, the UK, Argentina and Philippines.
