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Etisalat DB Opens Second Customer Call Center

Cheers Mobile Services, the GSM service from Etisalat (News - Alert) DB Telecom Pvt. Limited, a joint venture between UAE’S Etisalat and the Dynamix Balwas Group, inaugurated its second customer contact center in Noida, India.

Industry experts opined that with the launch of second contact center, Etisalat DB has reinforced its commitment to provide superior customer management services and establish itself as a telecom player in one of the world’s fastest growing mobile markets. Tech Mahindra, with which the company has an end-to-end outsourcing partnership, will be responsible for managing Etisalat DB’s services in North and South India; West and Central India will be managed by Aegis.

The BPO’s multi-site centers will provide inbound, outbound and back-office services in the respective regional languages besides English and Hindi.

Officials with Etisalat said that enabled by state-of-the-art technology, the contact center operations will offer distinctive features like “automated call-back” in case the customer’s call gets terminated;  and “schedule a call-back,” which allows customers to schedule calls from the contact center as per their convenience.

The BPO’s safeguards will ensure seamless service and business continuity for Etisalat DB with all centers being linked to each other, thereby presenting the company with a single window to provide superior experience to customers.

“We are pleased to announce the opening of our second customer contact center in India. These state-of- the-art contact centers align with our long-term commitment in India and are in line with our global strategy of, customer focus, innovation and market leadership,” said a spokesperson of Etisalat DB in a statement.

Spokesperson said that the company’s outsourcing partner Tech Mahindra has demonstrated capability and expertise in managing extensive customer-support operations for large telecom service providers, in India and globally.

“Tech Mahindra’s superior customer-facing processes will reflect the strong customer service ethos of Etisalat,” said the spokesperson."We are excited about further strengthening our relationship with Etisalat DB as they have innovative plans to address the mobile telephony market in India. With robust BPO capabilities, Tech Mahindra has a proven track record of delivering world class seamless customer experience leading to increased customer stickiness and growth,” said Sujit Baksi, president of corporate affairs and BPO at Tech Mahindra.

Baksi said that the company’s association with Etisalat DB will further strengthen its leadership position in the telecom software and solutions ecosystem. With an initial investment of $900 million, in India, Etisalat DB has built a strong telecommunication network in the Indian market. Backed by global and domestic financial institutions, the company, in the last 18 months has entered into long term strategic relationships with the leading names in the telecom sector for its IT outsourcing, telecom equipments and network infrastructure.

Anil Sharma is a contributing editor for TMCnet. To read more of his articles, please visit his columnist page.

Edited by Tammy Wolf