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MTN to outsource Call Centre facilities

By , ITWeb
Africa , 10 Aug 2016

MTN to outsource Call Centre facilities

Mobile operator MTN has announced plans to outsource some of its call centre facilities to optimise operations and enhance customer experience.

The operator has adopted a hybrid outsource model which it says will result in the retention of some call centre facilities, while others are outsourced to a third party vendor.

In a brief statement the company said it expects the process to be completed by September this year, and added that it had begun the process of engaging with employees and unions regarding the plan and in line with Section 197 of the Labour Relations Act.

"The outsource partners have a sound financial track record and have an impeccable reputation in the call centre industry, having provided services to a number of companies in the retail, telecommunications and financial services sectors," the company explained.

MTN says it will work closely with all stakeholders during this process and the process will enable it to "streamline operations and focus on core competencies", as well as improve its value proposition and reduce operational costs.

Last week, in a presentation of its consolidated interim financial results for the six months ended 30 June 2016, MTN announced the impact of the Nigeria regulator fine re-measurement at R10,5 billion, as well as the depreciation of local currencies against the US dollar, which impacted its performance

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