MTN names preferred vendor for its outsourced call centre facilities

Rightsource, a subsidiary of Adcorp, has been named as the preferred partner to manage MTN SA's outsourced call centres. This follows an announcement MTN SA made last month that it will be adopting a hybrid call centre model which entails retaining some of its call centre facilities in-house, while it outsources some of them to an experienced third party vendor.

This is in line with MTN's strategy of streamlining its operations and improving its ability to offer its customers a better service.

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

Says Mteto Nyati, MTN South Africa Chief Executive Officer: "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 is going live on 01, 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."