MTN plans to outsource several\u00a0of its call centre facilities in a bid to “optimise its operations and enhance customer experience”, said the company.<\/p>\n
“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.<\/p>\n
The company\u00a0expects the process to be completed by September.<\/p>\n
“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.”<\/p>\n
MTN has faced strike action<\/strong><\/a> from call centre staff in the past, which resulted in\u00a0certain of the company\u2019s call centres being suspended.<\/p>\n A\u00a0strike by MTN workers in July 2015 lasted lasted over a month, with employees asking for\u00a0higher annual salary increases and bigger bonus pay.<\/p>\n MTN paid R6.36 million per day for \u201cprofessional services\u201d<\/a><\/strong><\/p>\nMore on MTN<\/h3>\n