20 BPOs eye National Aviation’s mega contact centre deal

New Delhi: At least 20 BPO companies are eyeing a mega contract by the National Aviation Company of India (NACIL), to provide round-the-clock contact centre services for the airline’s callers.
NACIL — which is the company created by the merger of Air India and Indian — has already kicked-off the initial process by inviting ‘Request For Information’ (RFI) for the proposed centralised contact centre, which is expected to handle about 35,000 domestic and 8,000 international calls daily.
More may bid
Sources said that the number of companies in the fray may go up further as NACIL is expected to come out with Express for Proposals by the end of March or early April.
Currently, NACIL’s international callers from the US, UK and Canada are serviced through an in-house call centre located at Nariman point, Mumbai, while reservation agents handle queries of passengers over the telephone in other centres. Inquiries of domestic passengers are handled by outsourced call centres.
09/03/08 Moumita Bakshi Chatterjee/Ashwini Phadnis/Business Line

To Read the News in full at Source, Click the Headline

Categories: NACIL Mar 2008, New Mar 2008