South Africa’s mobile data-only network, Rain, has outsourced its call center operations to Wipro, the appointment took from the first of November 2022.
Under terms of the deal, call centre agents that Rain used were transferred to Wipro.
Wipro is a New York Stock Exchange listed company having its headquarters in Bangalore, India.
As of of now, Rain employs 150 people in Bryanston and a further 300 spread between offices in Durban and Johannesburg.
WHY OUTSOURCE??
First of all, what does the word “outsource” mean exactly? Well its basically what the word itself implies: out sourcing; that is, receiving “sources” from “out” – outside, that is.
You might be wondering, why would a company like Rain be outsourcing help when it clearly isn’t doing that bad?? Well let’s just say that companies in general cannot have it all together in areas of development.
It’s a common practice among some companies to hire a third party overseas or adjacent countries to perform services and create goods that were once achieved in-house by the company’s own staff, but because of X or Y reasons they prefer, or need, external help for the time being.
Companies often chose to outsource due to flexibility, short contracts, lack of in house knowledge and making more room to make sure they can focus on making their business a success.
In the case of Rain, outsourcing its customer support means they know the underlying problem will be well taken care off. The provider of service, Wipro, will be guaranteeing the SLAs & KPIs so the Rain management can focus on their core business, which is providing data to the masses.
And since Rain is growing at a rapid pace, it may also be possible that it may wish to be able to offer 24/7 contact centers, and that is a lot easier to offer through outsourcing.
