Hutch selects Aegis to provide Telecom BPM for Sri Lanka

From Left: Hutch Sri Lanka CEO Thirukumar Nadarasa, Aegis Global CEO Sandip Sen and Aegis Services Lanka Director /VP – Business Development M. Ruzaick ceremoniously cutting the ribbon entering the Hutch-Aegis customer experience centre in Colombo​

Hutch Sri Lanka Senior Customer Services Manager Marina Emmanuel cutting the celebratory cake signifying the momentous occasion 

Strategic partnership with Hutch to provide multi-lingual Customer Lifecycle Management 

Carve-out transaction includes transfer to operations and re-badging of over 65 employees 

Aegis increases headcount to over 400 employees across its centre in Colombo, Sri Lanka

Aegis Ltd., a global Outsourcing and Technology Services Company, has announced that it has entered into a strategic relationship with Hutch Sri Lanka to provide Customer Lifecycle Management across Sri Lanka. Under the terms of the new contract, Aegis will provide a comprehensive spectrum of Telecom BPM solutions to Hutch including seamless multi-lingual customer experience management. 

The carve-out transaction includes transfer of customer management operations from Hutch facilities in Sri Lanka to Aegis’ customer experience centre in Colombo. This engagement would also require Aegis to rebadge the existing Telecom business unit covering over 65 employees across its BPM operations in Sri Lanka.   

Aegis Ltd. Global CEO Sandip Sen said, “This partnership promotes our strategy of expanding presence across emerging markets, greatly extends our scale, and bolsters our Telecom BPM services portfolio. We also see significant potential to grow our business with Hutch Sri Lanka across new high growth areas such as analytics as well as digital and multi-channel customer engagement.”

“Hutch’s strategic association with Aegis, a global provider of BPM services would further enhance value to our growing 3G customer base. Every customer is unique and this new development of our customer care centre will further enhance our customer service level, as we enter a significant stage of growth, through innovative product and service offerings,” stated Hutch Sri Lanka CEO Thirukumar Nadarasa.

This engagement further strengthens Aegis’ partnership with Hutch Sri Lanka, as the company has been managing documentation, automation and digitising services of its new subscriber applications for over two years. By outsourcing specialised functions of this nature, Hutch not only enjoys substantial cost savings through economies of scale, as a result it also allows the organisation to channel more of its resources on its core business. 

With over three decades of sustained leadership in managing global Telecom companies, Aegis’ deliverable would also include use of advanced customer experience methodologies and tools, Quality and technology platforms. 

The company entered Sri Lanka in 2009 with acquisition of 80% shares of Ismart – Timex Ltd., which over the years has grown to over 400 professionals serving leading enterprises across Sri Lanka. Furthermore, Sri Lanka’s highly skilled workforce and service oriented culture provides a value addition to serve customer markets and segments, particularly in relation to knowledge or value added business services that are considered strategic to the business.