MTN SA has named Rightsource, a subsidiary of Adcorp, as its preferred partner to manage some of the mobile operator's call centres in South Africa.
This follows an announcement in August that the telco would adopt a hybrid call centre model locally, which would see MTN retain some of its call centre facilities in-house, while others would be outsourced to a third-party vendor.
"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," says Mteto Nyati, MTN South Africa CEO.
He says this deal marks a new and exciting chapter for MTN SA, which will be underpinned by a stronger focus on improved customer service.
Adcorp is a global workforce management company with operations across Africa, Asia and Australia. Group CEO Richard Pike says Adcorp is pleased to partner with MTN in this initiative.
"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," Pike says.
The hybrid call centre model went live on 1 October.
When the planned outsourcing was announced in August, the Communication Workers Union was not happy about the plans, claiming that around 1 000 workers could be affected. However, MTN refuted this amount, telling ITWeb that approximately 400 MTN employees would be affected.
"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," adds Nyati.
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