MTN Nigeria has disclosed that the outsourcing of some of its operations has helped in improving the quality of its services, and that this has manifested in improved customer service and network performances.
In an interaction with Infotech recently, the company also said it expended more than N34 billion on diesel in 2013 for all its operations.
According to the company, under outsourcing arrangement, third party contractors bring skill, expertise and efficiency to certain functions, which it said, are not the core competence of operators.
MTN said, therefore, that its successful outsourcing of the Call Centre and recently, the Managed Services contracts with Ericsson and Huawei to manage part of its network have resulted in long term benefits of improved customer service for the outsourcing of the Call Centre and better quality of service under the Managed Services contract respectively.
While admitting that the challenge of quality of service is industry wide and that it is primarily a result of demand outstripping supply, the company said it has spent in excess of N1 billion per annum in the area of network infrastructure, saying MTN remained committed to its aggressive investment into the future.
It, however, stated that as a country, there is the need to overcome environmental and infrastructural challenges and that these are issues for government to address.