Now BSNL call centres!

In a bid to match its private sector rivals in providing better customer services, telecom public sector undertaking, BSNL has invited bids from companies to set up call centres at four zonal locations, including Gurgaon, for its broadband and cellular services with seat capacity up to 400 at each centre.

BSNL has invited proposals from companies for setting up professionally-managed call centres on zonal basis at Gurgaon, Pune, Bangalore and Kolkata for providing information and handling complaints relating to GSM mobile and Broadband (DataOne) services, officials said.

The period of initial contract will be three years and extendable for the next two years. The number of agents per zonal call centre can go up to 400 by the end of third year.

The projected figure of 400 seats indicative at the end of third year, could be increased if needed, BSNL officials added. The call centres are expected to take record of the type of complaints, queries, call response and waiting time, among others.

BSNL has also set stringent penalty clauses in case the centres fail to perform. The performance of the agents and the penalty thereof shall be based on unanswered calls.