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Johannesburg, South Africa, Jan, 2022 -- Global customer experience management firm iSON Xperiences has been appointed as the outsourced customer service provider for MTN South Africa.

"The project sees iSON Xperiences managing half of the outsourced customer service business of MTN South Africa. We feel we can add considerable value to the organisation, given our extensive experience in the telecom sector in Africa and the rest of the world," says Pravin Kumar, Global CEO of iSON Xperiences.

"iSON Xperiences has key expertise in lifecycle management contracts that are focused on growing the business of our customers. This reflects our strategic focus on long-term deals. For instance, other service providers might boast about how they manage 97% of their calls in 10 seconds. But if they do not help retain the customer, cross-sell, or increase average revenue per unit, then those claims have little value," Kumar says.

As is evidence of this, Kumar cites how iSON Xperiences has enabled the MTN Group to substantially increase customer experience with much-reduced cost and has helped the company to increase its subscriber base significantly over the past five years after the outsourcing of the call centres.

"We have a proven track record of retaining our clients for many years because of this unrelenting commitment to helping them meet their objectives in retaining and growing their customer base. For iSON Xperiences, these projects are as much about the relationships with our customers as they are about creating local jobs. This has always been one of our core objectives when moving into Africa – to provide local people with the intellectual property and technology to join the job market. Fundamentally, we believe that local people must work in the customer service industry that serves that country," he says.

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Posted by Veronica Silva Cusi, news correspondent
Source: https://www.techfinancials.co.za

Date Posted: Monday, January 24, 2022