Rightsource, a subsidiary of Adcorp, has been named as the preferred partner to manage MTN SA's outsourced call centres.

This is the latest in a series of developments surrounding the mobile network's intention to outsource some of its call centre facilities to optimise its operations and enhance customer experience.

The company announced these plans in early August saying it would adopt a hybrid outsource model which would result in some call centres being outsourced to an experienced third party vendor, while others would be retained in-house.

The Communication Workers Union (CWU) had applied for a court interdict to prevent MTN from proceeding with its plans, but the application was subsequently withdrawn.

Adcorp is a global workforce management company which has operations across three continents in Africa, Asia and Australia.

Mteto Nyati, MTN South Africa CEO, said: "We are pleased that we have finally concluded an agreement with Rightsource. This will give impetus to MTN SA's ability to achieve its strategic objectives. The adoption of the hybrid call centre model allows us to leverage on the competencies of an experienced partner while ensuring that we free up our resources to focus on our core competencies and create a more efficient yet flexible organisation. This marks a new and exciting chapter for MTN SA, which will be underpinned by a stronger focus on improved customer service."

Richard Pike, Group CEO of Adcorp added: "Adcorp is pleased to partner with MTN in this initiative, which is indicative of our client-centric approach. We are cognisant of MTN's strategic objectives and what the company seeks to achieve by adopting the hybrid call centre model. The wealth of experience we have in running such facilities, coupled with our depth of BPO, will enable us to help MTN to deliver on its mandate and strategic objectives."

The hybrid call centre model went live on 1 October 2016.

Nyati concluded: "We have been encouraged by employee participation throughout this process. We are confident that this commercial undertaking will enable MTN to focus on strengthening its core competencies and channel its resources into improving customer centricity."