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Bharti Airtel opts for outsourcing model in Africa

Indian operator plans to outsource core customer services functions in Africa

Bharti Airtel opts for outsourcing model in Africa
Bharti Airtel takes the BPO model to offer core customer services for its operations in Africa

Indian telco, Bharti Airtel, is to outsource its core customer service functions such as call centres and back office operations across its African operations.

The operator has selected IBM, Tech Mahindra and Spanco as partners to deliver key parts of its customer services in Africa.

Bharti's business process outsourcing (BPO) model adoption in Africa is expected to increase efficiency across its African operations and improve customer services. 

Manoj Kohli, CEO (International) and joint managing director, Bharti Airtel, said: "The BPO model has significant benefits for our customers, the countries in which we operate and their economies.  The partnerships we have with IBM, Tech Mahindra and Spanco will offer career enhancement opportunities to our team in this specialist field as they will now get exposure to global best practices and the latest technologies."

Earlier, Bharti selected IBM to build and manage IT systems to power the mobile communications network across 16 African countries.

Vineet Nayyar, vice chairman of Tech Mahindra, said:  "Practically, there are three major benefits to Bharti Airtel from outsourcing its customer service functions.  It can scale quickly to manage its expected growth, customers will receive first class service to global standards, and each market will benefit from talent training and development.

"By seeding the African BPO market with these three world class partnerships, Bharti Airtel is effectively kick-starting the onshore business process outsourcing sector across Africa," he adds. 

Currently over 4,000 people are employed in Africa supporting Bharti Airtel's customer service operations. Bharti Airtel has over 40 million customers across its African operations, and is targeting to achieve 100 million by 2013.

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