Aegis, a part of the Essar Group has signed a USD 2 billion deal with Saudi Telecom Company, in which the global outsourcing services company will manage the customer care operations of the largest telecom operator in the Kingdom of Saudi Arabia. The joint venture, Contact Centre Company, will be near-equally owned by the two arms, with 50% plus one share being held by STC and the rest under Aegis, which will have operational control and responsibilities.
The company’s job will include taking care of telecom customers’ billing, collection, verification and answering to their directory enquiries.
According to Saud Al Daweesh, Group CEO of STC, they are happy to have found an able partner in Aegis, who, they are confident, will provide a great deal of satisfaction to their valued customers, given their vast experience in managing customer experience across multiple geographies.
In the first phase, the Saudi Telecom will transfer 550 agents across two centres, providing directory assistance to the joint venture and gradually in the next two years, Aegis family will absorb the remaining 4,500 STC agents.
According to Aparup Sengupta, MD and global CEO of Aegis, they have the aspirations of making this the largest BPO operations in the region. Aegis is looking at consolidating its stake in the JV.