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BPO service provider Firstsource Solutions has bagged a five-year outsourcing deal worth Rs 145 crore from Idea Cellular. This will be for providing customer management and billing services in Ideas Kerala and Tamil Nadu circles. Firstsource will provide a suite of customer management interaction services, including billing, new product information, and plan detail-related interaction services to Idea from its centre in Coimbatore, Mumbai-based Firstsource said.
These services will be provided for the telcos subscribers in English, Malayalam and Tamil. Firstsource is already a partner for Bharti Airtel, Indias largest telecom operator.
Firstsource, currently, derives almost 34% of its revenues from the telecom vertical. The Indian telecom market is a rapidly growing one and has unique challenges. We look forward to leveraging our global best practices and our process expertise to help Idea get better operational flexibility, productivity and increased customer satisfaction, said Firstsource EVP and head Asia business unit Chandra Iyer.
Indian mobile operators are outsourcing most of the non-core operations in a bid to save costs and focus on the marketing and branding of telecom services. Airtel pioneered the concept of shaving costs to the bone in the Indian telecom sector and the model is being followed by others.
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