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News : MTN May Follow Outsourcing Path

#contactcenterworld, @MTNGroup, @TelkomZA
Johannesburg, South Africa, March 11, 2015 -- MTN, may outsource a number of its divisions in order to focus on its core business segments of data and voice, Business Day reports.

Citing MTN CEO Ahmad Farroukh, the daily broadsheet says the company will continue to rationalise the business to improve efficiency.

"The company is in talks to outsource management of MTN-branded retail stores. The appointed partner's responsibilities could include dealing directly with device-makers," notes Business Day.

"Outsourcing some divisions could free up resources and save money. Mr Farroukh could not reveal details but said talks could be finalised by July.

"MTN is also looking at ways to ‘optimise' its call centre operations but no decision had been taken on the approach the group will take to its call centres."

MTN had not responded to request for comment by the time of publication.

Telkom said recently it would outsource its call centre operations and staff, as well as certain legacy IT billing systems, an internal printing division, and the network and operations and retail supply chain sections.

The company says the move forms part of its ongoing turnaround plan. Telkom communications head, Jacqui O'Sullivan, says outsourcing is "a critical step in Telkom's focus on the customer".

She says clients are the core of Telkom's business, but running call centres is not. "Customers will benefit from a focused and consistent service that a professional call centre organisation can offer. We are confident this is the correct action to take."

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SA's operators have been looking to alternative revenue streams and implementing cost-cutting measures as their profits come under pressure in a changing landscape that is becoming dominated by data and crowded by "over-the-top" players.

Growth analysis and consulting firm Frost & Sullivan says outsourcing is widely recognised as an effective way to curb costs, with SA being the leading outsourcing market across areas like customer support, financial services legal administration and other back-office services.

"This is already being experienced in the ICT industry, through the use of hosting, cloud and managed services. IT and customer support services are fast becoming the most outsourced services by enterprises."

#contactcenterworld, @MTNGroup, @TelkomZA

Posted by Veronica Silva Cusi, news correspondent
Source: http://www.itweb.co.za

Today's Tip of the Day - Hours Of Access

Read today's tip or listen to it on podcast.

Related Editorial

  • MTN Outsourcing Some Call Centre Facilities to Streamline Operations
  • South Africa: MTN 808 Call Centre Closed
  • Union Goes to Court Over MTN Call Centres
  • Customer Executive Leaves MTN Call Centre
  • Providers to MTN Fire More Than 300
  • Strike Looms at MTN

More Editorial From MTN Group

  • UNICEF and MTN Renew Their Commitment to Deliver Crucial Information Platform for Ghana’s Youth
  • IMImobile Adds New Chatbot, Push Notification and Digital Customer Engagement Capabilities
  • MTN Scrambles to Explain Dropped Distress Call
  • MTN Nigeria Denies Sacking Call Centre Staff
  • CWU Withdraws Interdict Against MTN
  • Union Goes to Court Over MTN Call Centres

About MTN Group:
MTN Nigeria is part of the MTN Group, one of Africa’s cellular telecommunications company.
       

About Telkom South Africa:
Telkom SA SOC Ltd. is a wireline and wireless telecommunications provider in South Africa, and operating in more than 38 countries across the African continent. Telkom is a semi-privatised, 39% state-owned company.
         

Published: Thursday, March 12, 2015

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