Thread: BSNL catches up with peers, outsources customer care

NEW DELHI: After shying away from the outsourcing model for several years, state-owned BSNL is now going all out to replicate this business model that has become the cornerstone behind the strategies employed by private operators, such as Bharti Airtel.

BSNL has now decided to outsource its customer-care requirements to private call centres. The telecom giant has already invited bids for setting up and managing its BPO operations that will cover over 17-million customers across the four southern states, as per a notification on its website.

Following this, the telco will invite bids for the other three zones — North, East and West. The size of the total BPO outsourcing contract for all zones is well over Rs 5,000 crore over a five-year period. Last week, BSNL executives told ET that the company would soon float tenders to outsource management and maintenance of its 50,000-plus towers and over 100,000 kms of optic fibre cable network. This contract, too, is worth over Rs 5,000 crore (over $1 billion).

However, the telco is facing stiff resistance from the employee unions that fear massive layoffs, if this deal were to go through. For the South Zone, BSNL has said that the bids will be restricted to large BPOs, which have over 3,500 seats domestically or over 6,500 employees globally and have capabilities of setting up standalone centres to cater to the requirements of the PSU. Further, the BSNL notification also said all BPOs bidding for the contract should have experience in running centres with over 500 seats at single destination.

In addition, BNSL has also introduced several clauses to the contract document that will allow the telco to penalise the BPO in the event of poor performance.

BSNL has also added that it reserves the right to deduct up to 20% of the monthly payouts to the successful bidder, if performance levels are below certain pre-defined levels. The bids for the South Zone will be opened on November 11, the notification added.

BSNL catches up with peers, outsources customer care- Telecom-News By Industry-News-The Economic Times

I think this move will improve pathetic customer care service that bsnl provides

why to do this and layoff people ? Instead train the current people.

Current people are damaged beyond repair. It easy to outsource than change people's attitude.

I believe that this would worsen their service. I am getting excellent service from them, especially when I personally visit them in their offices. Now that it is going to be out-sourced all we have is a telephone to talk to !

BSNL has lost close to Rs 3000 crore

What's the point of outsourcing when they can't use the current(excess) staff ?

5 saal pehle ek roj BSNL billing ki line mein lagkar mein bill jama kar raha tha..

20-25 log already line mein the.. sab keh rahe the ki bsnl waale aankhri kaat rahe hain(doing manmaani stuff) ek din aisa bhi aayega jab bsnl ki band baj jayegi...

woh din aur aaj ka din, bsnl ka sim lene ke liye 2000 rupye bhi diye logon ne black mein bsnl ka sim nakalwane ke liye..


Allah aisa bura waqt kisiko na de..