MTN to outsource its call centre facilities
MTN plans to outsource some of its call centre facilities in a bid to optimise its operations and enhance customer experience. To that end, MTN has adopted a hybrid outsource model which will result in MTN retaining some call centre facilities while others are outsourced to a third party vendor.
MTN expects the process to be completed by September this year. 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.
MTN has commenced the process of engaging with the employees and the unions regarding its plans in line with Section 197 of the Labour Relations Act. MTN will be working very closely with all stakeholders during this process.
The finalisation of this commercial undertaking will enable MTN to streamline its operations and focus on its core competencies, improve its ability to offer its customers a better customer value proposition and reduce operational costs.
Launched in 1994, the MTN Group is a multinational telecommunications group, operating in 21 countries in Africa, Asia and the Middle East. The MTN Group is listed on the JSE Securities Exchange in South Africa under the share code: "MTN".
As at the end of 30 June 2010, MTN recorded 129.2 million subscribers across its operations in Afghanistan, Benin, Botswana, Cameroon, Cote d'Ivoire, Cyprus, Ghana, Guinea Bissau, Guinea Republic, Iran, Liberia, Nigeria, Republic of Congo (Congo Brazzaville), Rwanda, South Africa, Sudan, Swaziland, Syria, Uganda, Yemen and Zambia. The MTN Group is a global sponsor of the 2010 FIFA World Cup South Africa and has exclusive mobile content rights for Africa and the Middle East. Visit http://www.mtn.com and http://www.mtnfootball.com.