Bharti Airtel is planning to restructure its partnership contracts with six business process outsourcing (BPO) partners ?? Essar Group-owned Aegis, Hinduja TMT, IBM Daksh, Mphasis, Teleperformance and FirstSource ?? to whom it has outsourced its call centre operations in order to improve its subscriber service quality. Apart from that, it plans to replace the “revenue-on-perminute-basis” model with an “outcome-oriented” structure.
The company also plans to raise the bar for key performance indicators in its contracts with the BPOs. Meanwhile, Bharti Airtel has created a separate business unit called Airtel Business Services to offer a range of telecom and IT solutions to small and medium enterprises.
