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News : MTN South Africa Chooses iSON Xperiences to Manage its Customer Service

#contactcenterworld, @MTNGroup, @ISON_BPO

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.

#contactcenterworld, @MTNGroup, @ISON_BPO

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


About MTN Group:
Company LogoMTN Iran is part of the MTN Group, one of Iran's cellular telecommunications companies.
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About iSON Xperiences:
Company LogoiSON Xperiences is a truly global Business Process Outsourcing (BPO), Business Process Management (BPM), and Digital Customer Xperience (CX), service delivery firm. We provide end-to-end Customer Life Cycle management and advanced data-driven digital solutions, servicing over 500 million customers for our clients. Our 18000 people presence spans 19 countries, and 37 delivery centres across Africa, The United Arab Emirates and India. Customer experience is at the forefront of our interventions, ensuring we retain, up-sell, increase average revenue per customer and grow your client base. We are resolute in delivering a flawless customer experience. We build value across all channels and leverage every customer touch-point to retain, grow and facilitate customer loyalty to your brand by reimagining what looks great.
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Today's Tip of the Day - Utilize Time & Money Saving Tools

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

Published: Monday, January 24, 2022

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2024 Buyers Guide Visual Communications

 
1.) 
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Optymyse - Digital Employee Engagement
Optymyse is a completely new way to empower, engage, motivate and retain your contact centre, call center and helpdesk agents. Optymyse is a unique neuroscience-based approach which takes care of your most valuable asset - your people and is focussed on improving mental health, wellness, wellbeing, motivation, happiness and reducing stress in the workplace.


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