MTN to outsource call centres

MTN plans to outsource several of its call centre facilities in a bid to “optimise its operations and enhance customer experience”, said the company.

“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,” said MTN.

The company expects the process to be completed by September.

“MTN has commenced the process of engaging with the employees and the unions regarding its plans. MTN will be working closely with all stakeholders during this process.”

MTN has faced strike action from call centre staff in the past, which resulted in certain of the company’s call centres being suspended.

A strike by MTN workers in July 2015 lasted lasted over a month, with employees asking for higher annual salary increases and bigger bonus pay.

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MTN to outsource call centres