MTN South Africa has named Adcorp subsidiary Rightsource as the preferred partner to manage its outsourced call centres.
The move, which had earlier been met with union resistance, will see MTN adopt a “hybrid” call centre model in terms of which it will retain some of its facilities in-house while outsourcing other components.
MTN South Africa CEO Mteto Nyati said in a statement that the adoption of a hybrid outsourcing model will allow it to “leverage 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 South Africa, which will be underpinned by a stronger focus on improved customer service,” Nyati said in the statement.
The outsourcing had raised the ire of the Communication Workers Union, which in August filed papers in the Johannesburg labour court seeking an urgent interdict to stop it from going ahead.
The union claimed at the time that it had not been properly consulted over the planned section 197 process. It later withdrew the action after MTN agreed to a formal consultation with it on the matter.
“We have been encouraged by employee participation throughout this process,” said Nyati. — (c) 2016 NewsCentral Media