Reliance Infocomm plans to double BPO staff
By siliconindia staff writer   |   Monday, 04 August 2003, 19:30 IST
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MUMBAI: Reliance Infocomm plans to have 6,500 people on the rolls of its IT-enabled services business in a year from now. Reliance’s call centre, with a current strength of 2,500, offers customer care services to its existing cellular subscribers and has been used only for internal purposes so far. However, there are plans to extend the current set of services to involve high-end BPO services to external customers from other industry segments. Since the company’s call centre caters to the domestic subscriber market, it offers multi-lingual 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. A leading business daily quoting company officials said 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 customer base and number of calls per customer per month. Keeping in mind the need for backup of critical customer-information, in the wake of the geo-political situation or the occurrence of natural or man made disasters, the company’s call centre business is making investments for redundancy and capacity in other cities. The Reliance group has a planned investment of close to Rs 18,000 crore for its infocom business.

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