Etisalat DB has announced outsourcing agreement with BPOs, namely Tech
Mahindra, Aegis, and Conflux. Valued at over Rs 750 crore, the agreement will
cover a period of over five years. Under the terms of the agreement, Tech
Mahindra, Aegis, and Conflux will set up contact centers to provide a host of
customer management services including billing, collections, customer service,
and retention amongst others. The centers will also be responsible for the
complete management of back-office processes. While Tech Mahindra will be
responsible for managing Etisalat DB's services in North and South India; West
and Central India will be managed by Aegis. Conflux will be responsible for
servicing customers in Bihar. The multi-site centers of BPOs will provide both
inbound and outbound services in the respective regional languages besides
English and Hindi.
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