New Delhi, India, July 17, 2015: Uninor, the 100 % subsidiary of Telenor Group, today announced the launch of a contact center at Solan in Himachal Pradesh. The center will give preference to women employees from rural areas and is another step towards empowering them by providing livelihood opportunities. The facility will be managed by Tata-BSS.
Uninor along with Tata BSS have adopted rural delivery model as a driver for expansion. This center will help in developing a sustainable business strategy and reduce costs. Solan center is an example of a deeply integrated and complex business strategy that has paved way for Uninor to be one of the significant rural employment providers in the county.
On the occasion of the launch, Upanga Dutta, CMO, Telewings Communications Services Pvt. Limited (Uninor) said, “We are a customer centric organization and this will help strengthen our capabilities to customer service capabilities.”
With this centre Uninor has aligned its HR policy with Prime Minister Narendra Modi’s vision to make India the skill capital of the world. As a responsible employer, Uninor encourages gender diversity at work pace and aims to create positive impact on the society through initiatives for women.
This call center service Uninor subscribers in UP (East), UP (West), Uttarakhand, Bihar and Jharkhand. Initially the center will have 200 employees with one shift dedicated to women agents. “Working in rural areas and setting up rural contact center isn’t a charity. This center will enable us to provide enhanced and consistent customer experience across all touch points. The call center will not just create employment but will encourage women in the region to be a part of the IT revolution,” said Upanga.
A call center is seen as an affordable way to provide customer service. In the past call centers have been built around company goals. They focus on driving efficiency with a sharp focus on performance improvement. It is opportunity to blend business objectives and improves revenue growth by encouraging customer retention and increased loyalty.
Apart from call centers, Uninor is reaching out to customers through automated single IVRs and *121# self-help code for assistance. By end of 2015, Uninor plans to open over 500 Grahak Shiksha Kendras to create awareness and resolve customer complaints through trained sales executives. Of these 50% of them are going to have women RSEs.
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