BSNL to Outsource Wireless Customer Care Services

BSNL invited bids to outsource its wireless customer service BPO requirements to private call centres for setting up and managing its BPO operations that will cover over 17-million customers across the four southern states. The process is beginning with the South zone, and later will expand to the other three zones — North, East and West.

The size of the total BPO outsourcing contract for all zones is well over Rs 5,000 crore over a five-year period. The bids will be restricted to large BPOs, which have over 3,500 seats domestically or over 6,500 employees globally and have capabilities of setting up standalone centres to cater to the requirements of the PSU. All BPOs bidding for the contract should have experience in running centres with over 500 seats at single destination.

BSNL is also planning to float tenders to outsource management and maintenance of its 50,000-plus towers and over 100,000 kms of optic fibre cable network. This contract, too, is worth over Rs 5,000 crore.

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