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MakeMyTrip outsources call centre operations to IBM Daksh

Travel portal MakeMyTrip.com has decided to outsource its contact centre operations related with post sales queries and flight ticket booking requests to IBM Daksh. As part of the deal, IBM Daksh will take over about 230 employees from MMT on its rolls. According to Deep Kalra, founder and CEO, MakeMyTrip, the company evaluated six companies before awarding the deal to IBM Daksh.

Travel portal MakeMyTrip.com has decided to outsource its contact centre operations related with post sales queries and flight ticket booking requests to IBM Daksh. As part of the deal, IBM Daksh will take over about 230 employees from MMT on its rolls. According to Deep Kalra, founder and CEO, MakeMyTrip, the company evaluated six companies before awarding the deal to IBM Daksh.

Deep Kalra has clarified that the travel company is not outsourcing its core and strategic business like selling travel packages or hotel rooms. “About 80 per cent of the outsourcing would cover post-sales operations and only 20 per cent would be about selling air tickets which are straight forward and for which you don’t need a sales team,” Deep Kalra has told AlooTechie, adding, “In selling air tickets companies like IBM Daksh can, in fact, do a better job than us.”

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