News : Restructure at Telkom Leads to Call Centre Go-slow
Johannesburg, South Africa, March 23, 2015 -- As Telkom announced that it would go ahead with the planned outsourcing of call centre, supply chain and IT environment staff, the company says it has been hit by a number of go-slows.
The outsourcing of staff will go ahead on 31 March after Telkom failed to reach an agreement with unions on additional offers towards staff.
Because of the failure to reach an agreement, current call centre staff embarked on a go-slow over the weekend, putting further strain on an already suffering system.
"Our service levels have been under severe pressure for a number of weeks. We would like to apologise to all our customers for the poor service levels. We have brought additional staff into our already outsourced call centres and have increased our resourcing of the non-call centre customer options", said Telkom spokesman, Jacqui O’Sullivan in a media statement.
Although the call centre seems to be functioning at a minimum, customers with queries are encouraged to use the other avenues available.
Explaining its stance, Telkom said that the Section 197 process have been in the pipeline for about five weeks already, and that SACU and Solidarity recently asked Telkom to make Voluntary Severance Packages (VSPs) and Voluntary Early Retirement Packages (VERPs) available. It was also requested from unions that Telkom move the transfer date out from 31 March to 30 April.
"Telkom agreed to both requests. Written acceptance of the offer was required from the unions by Friday afternoon. While Solidarity and the South African Communication Union (SACU) accepted Telkom’s offer ahead of the deadline, the Communication Workers Union (CWU) withheld the majority consent, which meant no agreement could be reached."
Posted by Veronica Silva Cusi, news correspondent
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About PT Telekomunikasi Indonesia. Tbk:
Telkom Group is the only state-owned telecommunications enterprise as well as telecommunications and network service providers in Indonesia. Telkom Group serves millions of customers throughout Indonesia with a complete range of telecommunications services that includes fixed wireline and fixed wireless connections, mobile communications, networking and interconnection services and Internet and data communication services. Telkom Group also provides various services in the field of information, media and edutainment, including cloud-based and server-based managed services, e-Payment services and IT enabler, e-Commerce and other portal services
About Telkom South Africa:
Telkom SA SOC Ltd. is a wireline and wireless telecommunications provider in South Africa, and operating in more than 38 countries across the African continent. Telkom is a semi-privatised, 39% state-owned company.
Published: Tuesday, March 24, 2015