Reliance Infocomm to have 6,500 people for BPO business

Mumbai:

Reliance's call centre, which has 2,500 personnel, is presently used for internal purposes so far. However, there are plans to extend the current set of services to involve high-end business process outsourcing (BPO) services to external customers from other industry segments.

"We are — and will be — offering BPO services to overseas clients in the telecom, financial services and utilities verticals. In these verticals Reliance has significant domain expertise, so that higher value-added services can be rendered," say company officials.

Reliance's call centre caters to the domestic subscriber market; it offers multilingual support to customers in English, Hindi, Gujarati, Telugu and Tamil for its call centre customers. There are plans to begin offering support and services in Kannada, Marathi, Punjabi, Malayalam and Bengali within the next couple of months.

Company officials also point out that the introduction of self-help options in the calling equipment used and improvements in process and technology could bring down the planned estimate of recruiting people to some extent. The number of people employed in the captive centre will depend primarily on the customer base and the number of calls per customer per month.