News : Reliance Communications Outsources to Vertex
Kolkata, India, Jan 13, 2015 -- Anil Ambani-led telecom operator Reliance Communications has awarded a deal to the Indian unit of UK-based Vertex to outsource its call centre and shared services operations in an aggressive restructuring move aimed at exiting non-core businesses and reducing customer care support costs.
Under the deal with the thirdparty service provider, employees involved in the call centre and shared services functions have moved to Vertex's rolls, a development that has resulted in reduction of the mobile carrier's workforce by about 40%, two people with direct knowledge of the transaction told ET.
Vertex will handle all premium voice processes and integrated back-office operations including mail and chat support for RCOM, these people added on condition of anonymity. The company's Indian arm, Vertex Customer Solutions India, will set up two new facilities close to RCOM's Dhirubhai Ambani Knowledge City (DAKC) complex near Mumbai to support RCOM's call centre and shared services businesses, the people said
Until these new facilities are ready, Vertex's teams will directly support RCOM from DAKC during the transition. A majority of RCOM's business process outsourcing teams operate from DAKC but a sizeable chunk of its shared services teams are scattered across India, primarily in Chandigarh, Delhi, Kolkata, Bangalore and Chennai. Some key shared services functions include billing, collections, administration, security and maintenance. RCOM declined to respond to ET's queries on the deal while an email sent to Vertex also went unanswered till late Monday evening. A top RCOM official had last year told ET that the company's BPO and shared services businesses "were highly inefficient and not adding any value to the company's bottomline".
Posted by Veronica Silva Cusi, news correspondent
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Published: Tuesday, January 13, 2015