India Broadband Forum

icar · 10-05-09, 01:48 PM

Quote:

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

sridhar_gurunath · 10-06-09, 02:19 PM

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

talktoanil · 10-06-09, 09:48 PM

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

meetdilip · 10-06-09, 09:59 PM

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

pshrinivasan · 10-07-09, 10:37 AM

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 !

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10-06-09, 02:19 PM	#2
sridhar_gurunath Junior Member Join Date: Jul 2008 Location: chennai Age: 21 Posts: 26 Rep Power: 2	I think this move will improve pathetic customer care service that bsnl provides

10-06-09, 09:48 PM	#3
talktoanil Gold Member Join Date: May 2008 Location: Dombivi Age: 25 Posts: 588 Rep Power: 2	why to do this and layoff people ? Instead train the current people.

10-06-09, 09:59 PM	#4
meetdilip The Wizard Join Date: Aug 2009 Posts: 895 Rep Power: 1	Current people are damaged beyond repair. It easy to outsource than change people's attitude.

10-07-09, 10:37 AM	#5
pshrinivasan Junior Member Join Date: Jan 2009 Location: Mysore,Karnataka Posts: 81 Rep Power: 1	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 !

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BSNL catches up with peers, outsources customer care

BSNL catches up with peers, outsources customer care

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