IBM Daksh to take Airtel's premium call

NEW DELHI: Bharti Airtel on Wednesday will sign an agreement with IBM Daksh under which the BPO firm would handle the telco���s platinum or high-end subscribers. Platinum users account for about 15-20% of Bharti���s subscriber base of 80 million.

The agreement is aimed at ensuring consistent, high-quality services to such premium users. The new deal with IBM Daksh would spell a 35% increase in value over Bharti���s original agreement with the BPO.

Bharti had in 2005 signed a Rs 1000-crore outsourcing deal with four BPO firms ��� IBM Daksh, MphasiS, TeleTech (acquired by Aegis BPO this year) and Hinduja TMT ��� to handle its customer care operations for 4-5 years.

In May this year, the telecom operator also signed an outsourcing deal with BPO firm Firstsource Solutions.