News : Hard Times Await MTN Staff In Nigeria
#contactcenterworld, @mtnng, @ISON_BPO
Abuja, Nigeria, June 29, 2015 -- An estimated 4,000 call centre agents working with MTN Nigeria are facing a dominant climate of uncertainty, as the telecoms company has struck a new deal to give its Business Processing Outsourcing (BPO) job otherwise termed call centre operations to an Indian firm, Ison BPO Limited. Ison is billed to take full charge of the outsourcing business for Nigeria’s largest telecoms company in August, this year.
MTN is taking the job from CNSS (Contact Centre) Limited, a indigenous firm that provides a full complement of in-and out-bound call centre operations, service delivery and management services, encompassing specific services for various business sectors.
According to Naija247news investigations the call centre agents’ concerns emanated from the feelings that the move by MTN to transfer the call centre operation job from an indigenous firm, CNSSL, to the Indian company could lead to ‘enslavement and poor staff welfare.’ Some of the call centre agents, who spoke with our correspondent, also expressed reservations about the telco’s move, saying staff restructuring by Ison would lead to possible loss of jobs for some agents.
An insider source further revealed to Naija247news that iSON has already mapped out strategy and plans to relocate the Call-Centres and online customer care reps to Ibadan, Oyo state from August 01, 2015. Reasons alluded that the new contractors for the relocation is that the rent being charged MTN for the occupancy of the Martime House, Apapa, which houses one of the major call-centre is outrageous.
Also the firms also complained of reported attack cases on the staff by hoodlums around the Berger cement bus stop as well as their suffering on the usual Apapa gridlock along Oshodi expressway due to the illegal activities of tanker drivers on the road.
iSON, according to an insider source is said to be favourably disposed at carrying out it operations in Ibadan. and its hopes that Ibadan would provide a better business environment and atmosphere to its staff as it is believed to be relatively cheap in the South-West State.
Naija247news’ investigations revealed that fear and anxiety have gripped MTN staff especially the Online Customer Care Reps as iSON is allegedly planning to pay cut, an action believed to be part of the rights secured in the contract with MTN.
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It is believed that the firm is not leaving any stone unturned but to implement the relocation and pay cut policy, through its body language, the management has advised any staff that is not favourable disposed to the new policy to tender resignation, source reveals.
Further findings reveals that mass resignation looms because most of the Online Customer Care Reps who spoke to our reporter on the condition of anonymity are not willing to relocate to Ibadan and at the same time have had their salary slashed. The workers are worried that they do not receive half of the amount MTN pays to contractorss on them, yet iSON allegedly still wants to further slash it.
Sources within the Call-Centres revealed that reps that cannot wait for the August 1 relocations date have begun to tender in their resignation letters.
#contactcenterworld, @mtnng, @ISON_BPO
Posted by Veronica Silva Cusi, news correspondent
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About MTN Nigeria:
MTN Nigeria is part of the MTN Group, one of Africa’s cellular telecommunications company.
About Ison BPO:
ISON BPO is a Business Process Outsourcing firm, with a strong focus in sub-saharan Africa, ISON BPO has now operations in 10 countries in Africa and India with 6000 employees within 3 years of ISON BPO’s establishment.
Published: Tuesday, June 30, 2015
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