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Press Release: Airtel Zambia outsources call centre management to ISON BPO

Airtel Networks Zambia Plc has engaged ISON BPO (Business Process Outsourcing) to run its Call Centre effective July 1st, 2018.

ISON BPO who are present in 10 African countries including South Africa, Malawi and Tanzania take over from Tech Mahindra who have been running the network’s Call Centre in an Airtel outsourced business model since 2011. The organization employs 12,500 people across 16 countries, serving 400 million customers.

“Airtel has the widest geographical footprint in Zambia with over 1,300 towers spread across the country. Effective Call Centre customer handling is key to our business to ensure our customers continue to get a quality customer experience,” newly appointed Airtel Zambia Managing Director Apoorva Mehrotra said.

“We believe that ISON BPO are up to the task with their leadership team, that has many years of Telecom and Customer Service experience and will fit in well with our outsourced model, which is meant to leverage on the strengths of experts.”

Employees from Tech Mahindra will be given preferential treatment in terms of employment in the transition to ISON BPO.


ISON BPO is a specialist in proactive customer engagement and customer experience management, partnering with leading brands to optimize customer experience, revenue generation and business process management across the enterprise. ISON has dedicated and talented workforce spread across many Sub-Saharan African countries, along with India and Myanmar, and is redefining the way people connect with enterprises.

Source: Airtel