Today, leading telecom BPO companies such as Firstsource offer a truly global “blended model” that delivers the best of both worlds at extremely competitive prices. The operations are segmented as voice and non-voice workstreams, that are sent to geographies where they are best serviced. Creating a customized solution for a telecom company requires a deep understanding of the carriers’ needs. Firstsource has this domain expertise with more than 8,000 experienced telecom employees providing sales, customer service, technical support and network functions such as provisioning services for consumers, wholesale, and enterprise markets.

The Way Ahead

Leading operators have already adopted right-shoring strategies for competitive advantage in the multi play, multi product era. Others will follow. They will be driven by the need to provide more complex services, delivered at reduced cost while simultaneously improving quality of service. Operators will have to provide a consistent, first-class customer experience that enhances brand equity and long-term customer loyalty. They will also need to consider partners that provide value-added features, such as provisioning and payment services. They will need to have the ability to rapidly scale this resource to respond effectively to spikes in workflow. Customers should expect a renewed balance of quality over perceived cost savings resulting from an awareness and focus on their service needs and business relationship over the next few years.

Firstsource won the Telecommunications Outsourcing Project of the Year 2007 award from the United Kingdom’s National Outsourcing Association (NOA) for its work for Vodafone U.K.

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