India's Cheers Mobile Opens Second Call Center

By Tracey E. Schelmetic, TMCnet Contributor

India's Cheers Mobile Services, the GSM service from Etisalat (News - Alert) DB Telecom (Etisalat DB), this week announced the opening of its second contact center in Noida, India. Etisalat DB, which is a joint venture between United Arab Emirates-based Etisalat and Indian firm Dynamix Balwas Group, has an end-to-end outsourcing partnership with Tech Mahindra for the north and south regions.

With the launch of its second contact center, Etisalat DB has stated that it is reinforcing its commitment to providing superior customer management services and establishing itself as a leading telecom player in one of the world's fastest-growing mobile markets. “These 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 an Etisalat DB spokesperson in a statement.

With an initial investment of $900 million in India, Etisalat DB has built a telecommunications network in the Indian market. While Tech Mahindra is responsible for managing Etisalat DB's services in North and South India, West and Central India are 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.

The new contact center will offer features such as automated call-backs in cases in which the customer's call gets terminated; and scheduled call-backs, which allow customers to schedule calls from the contact center at their convenience. The BPO's safeguards will ensure seamless service and business continuity for Etisalat DB, with all centers being linked to each other, helping the company present a single window to providing first-class customer experiences to customers.

(source: http://call-center-services.tmcnet.com/topics/call-center-services/articles/129244-indias-cheers-mobile-opens-second-call-center.htm)