In the wake of MTN’s announcement that the company would be shifting its contact centre operations, some confusion has arisen over how the company’s contact centre will be run.
MTN has stated that it will be outsourcing a portion of that sector of its operations, but retaining some of the contact centre operations in-house, in what is termed a ‘hybrid outsourced’ model. Despite industry fears over potential job losses, MTN is confident that a shift to a hybrid outsourced contact centre will suit the company’s business model and benefit customers.
CEO at INOVO, Wynand Smit, is a specialist when it comes to providing contact centre business solutions. He says of the move:
“Hybrid outsourced contact centres have their pros and cons and do not suit all kinds of contact centre operations. It must be taken into account that sales, customer service and debt collection (as three of the primary focus areas of contact centres) have differing business requirements, and even within those three areas a solution that works for one company may not suit another similar company. Each solution should be developed according to the individual company’s specific needs to drive positive improvement in the business as a whole. Different companies thrive with different contact centre solutions.”