Global customer experience management firm iSON Xperiences has won a five-year deal from MTN South Africa for managing the call centre operations.
Since mid-2015, iSON Xperiences has been responsible for managing the call centre operations of MTN in six countries. For iSON Xperiences, MTN South Africa is the seventh operator from the MTN Group.
iSON Xperiences is already working with MTN rival Vodacom attained through its recent acquisition of Altron People Solutions. This five-year deal with MTN South Africa sees iSON Xperiences now covering more than 50 percent of the market share in the telecom segment in the country.
“iSON Xperiences has expertise in lifecycle management contracts that are focused on growing the business of our customers. This reflects strategic focus on long-term deals. For instance, other service providers might boast about how they manage 97 percent 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,” Pravin Kumar, Global CEO of iSON Xperiences, said.
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.
iSON Xperiences has 75 percent of the customer service market share in the telecoms industry in Africa. This includes managing 120 million customers for MTN Group, 80 million for Airtel, more than 40 million for Vodafone in Egypt, 12 million for Vodafone in Tanzania, and a combined total of more than 10 million customers for AirtelTigo in Rwanda and Ghana.