New Delhi : Cheers Mobile Services, the GSM service from Etisalat DB Telecom Pvt. Limited (Etisalat DB), a joint venture between UAE’S largest telecom group, Etisalat and the Dynamix Balwas Group, today inaugurated its second customer contact centre in Noida, India. The company has an end-to-end outsourcing partnership with Tech Mahindra, the leading provider of solutions and services to the telecommunications industry.

With the launch of its second contact centre, Etisalat DB has reinforced its commitment to provide superior customer management services and establish itself as a leading telecom player in one of the world’s fastest growing mobile markets.

While Tech Mahindra will be responsible for managing Etisalat DB’s services in North & South India; West and Central India will be 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.

Enabled by state-of-the-art technology, the contact centre operations will offer distinctive features like ‘automated call-back’ in case the customer’s call gets terminated; ‘schedule a call-back’ which allows customers to schedule calls from the contact centre as per their convenience. The BPO’s safeguards will ensure seamless service and business continuity for Etisalat DB with all centres being linked to each other, thereby presenting the company with a single window to provide superior experience to customers.

Commenting on the occasion, Official Spokesperson, Etisalat DB said, “We are pleased to announce the opening of our second customer contact centre in India. These state-of- the-art contact centres align with our long-term commitment in India and are in line with our global strategy of, customer focus, innovation and market leadership. Our outsourcing partner Tech Mahindra has demonstrated capability and expertise in managing extensive customer-support operations for large telecom service providers, in India and globally. Tech Mahindra’s superior customer-facing processes will reflect the strong customer service ethos of Etisalat.”

Mr. Sujit Baksi, President – Corporate Affairs & BPO, Tech Mahindra, said, “We are excited about further strengthening our relationship with Etisalat DB as they have innovative plans to address the mobile telephony market in India. With robust BPO capabilities, Tech Mahindra has a proven track record of delivering world class seamless customer experience leading to increased customer stickiness and growth. Our association with Etisalat DB will further strengthen our leadership position in the telecom software and solutions ecosystem.”

With an initial investment of USD 900 million, in India, Etisalat DB has built a strong telecommunication network in the Indian market. Backed by global and domestic financial institutions, the company, in the last 18 months has entered into long term strategic relationships with the leading names in the Telecom sector for its IT Outsourcing, Telecom Equipments and Network Infrastructure. Over 2000 proficient employees of Etisalat DB have been engaged to established widespread retail distribution network across the country to be a part of and value add to the Indian Telecom growth story.