MTN South Africa will outsource some of its call centre facilities in order to “optimise its operations and enhance customer experience”, the mobile telecommunications operator said on Wednesday.
It said it has adopted a “hybrid outsource model” that will result in it retaining some call centre facilities while others are outsourced to third parties.
“MTN expects the process to be completed by September this year,” it said.
“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, telecoms and financial services sectors,” MTN said in a statement, without naming the outsource partners.
The company said it has begun engaging with affected employees and trade 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,” it said.
“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.” — (c) 2016 NewsCentral Media