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Pioneering MFI Ujjivan partners BPO ‘Vindhya E-Infomedia’ to offer customers Call Center Services

Bangalore: Ujjivan Financial Services Pvt. Ltd., a leading micro finance institution has partnered with Vindhya E-Infomedia Pvt. Ltd., a socio-economic Business Process Outsourcing (BPO) venture employing differently abled persons for its Call Center Program. In its continuous mission to provide best in the class customer service, Ujjivan started making welcome calls to all its customers. These calls include welcoming customers to Ujjivan, verifying the accuracy of important information provided, and understanding the service and satisfaction levels of customers. All such services are now routed through Vindhya.  Besides this Vindhya has also been partnering with Ujjivan in handling data entry of loans and is a pioneer in servicing Micro Finance Institutions and is one of the oldest BPO partners of the Microfinance Company.

Vindhya was founded in the year 2006 with a vision of creating social impact by providing employment to capable differently able workers. Noteworthy that 60 per cent of its workforce is differently abled and more than 550 employees cater to the needs of a variety of clients through various processes.  A majority of Vindhya’s workers are differently-abled, most of who come from families living below the poverty line. Vindhya ventured into voice process in the year 2011 and has started servicing non-micro finance institutions too. Vindhya is the oldest BPO partner of Ujjivan, Besides Ujjivan, the BPO has been a trusted partner of other institutions as well.

Commenting on this tie up, Ms. Pavithra Y S, Vindhya E-Infomedia said, “Vindhya and Ujjivan have shared an association for the past seven years. It began very naturally as Ujjivan was the first MFI to centralize and set up a back office, while Vindhya is one of the largest BPOs in the MFI space. The tie up, will help Ujjivan tap a larger customer base owing to Vindhya’s third party services. Vindhya also employs people with disabilities, most of who come from families that live below the poverty line.”

Speaking at the launch of this service, Ms. Carol Furtado, Chief Operating Officer, Ujjivan South said, “We are excited about the launch of our call centre. We see it as an important channel to deepen our relationship with customers, address their grievances on time, and further increase loyalty towards Ujjivan.”

The official launch of call center services for the Southern region took place on November 5, 2014 at the Vindhya office in Bangalore. The event was graced by Ms. Carol Furtado, Ms. Pavithra and Mr. D Ashok Giri, MD and CEO of Vindhya E-Infomedia.

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