RCOM outsources its call centre and shared services operations to Vertex

Reliance Communications (RCOM) has awarded a contract to Vertex Customer Solutions India, the Indian unit of United Kingdom-based Vertex, to manage its call centre and shared services operations. The deal is in line with the operator?s strategy to restructure its operations by reducing customer care support costs.

As per the contract, Vertex will handle all premium voice processes and integrated back-office operations including mail and chat support for RCOM. It will set up two new facilities close to Dhirubhai Ambani Knowledge City (DAKC) complex to support RCOM’s call centre and shared services businesses. Until the new facilities are ready, Vertex’s teams will directly support RCOM from DAKC during the transition.

Further, with the deal, around 5,500 RCOM employees involved in its call centre and shared services business will get transferred to Vertex. This would result in reduction of RCOM’s workforce by about 40 per cent.