News : South Africa: MTN 808 Call Centre Closed
Gauteng, South Africa, May 25, 2015 -- MTN's call centre was closed as the strike over pay and bonuses at the company continued.
"Dear customers, please note that our services have been disrupted and the call centre has been closed. Please use our self help options. We apologise for any inconvenience caused," a recorded message said.
Last week, the cellular communications company also had to close its e-billing portal after security flaws were exposed.
Communication Workers Union Deputy General Secretary Thabo Mogalane told News24 the union had reached an agreement with MTN over many of the disputed issues already, and it was just the approximately 3 000 staffers' bonuses and salary increase that was outstanding.
Call centre staff in Gauteng and Limpopo had been on a go slow, and then went on a protected strike.
Representatives of the union and MTN would meet again for feedback on revised positions.
Mogalane said so far the issues resolved included an agreement to convert casual staffers into permanent staff employed by MTN; double pay for working on a Sunday or a public holiday; and that the dispute over whether they had enough union members at MTN to be recognised, would be dealt with in an audit process starting on Tuesday.
On the issue of the bonus, CWU had dropped its demand from 16% to 12%, and on salary increases, from 10% to eight percent.
MTN's position on the bonus was that four percent had been given to workers already, and another four percent be given in December 2015. Its position on the increase was that it be determined by performance in the company and that the company was open to negotiate or move away from performance-based increases.
Comment from MTN on the call centre being closed was not immediately available, but in previous press releases, the company said it was trying to resolve the strike.
It added that canteen subsidies had been returned and increased in response to employee feedback.
The data limit for employees was reviewed and increased in line with personal usage and an extra SIM card was added to be used by any person of choice nominated by staff. Medical aid and wellness benefits remain unchanged. Although year-end functions were removed in an attempt to contain cost, a subsidy was provided per employee.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - What Does Your Business Need?
More Editorial From MTN Group
About MTN Group:
MTN Nigeria is part of the MTN Group, one of Africa’s cellular telecommunications company.
Published: Wednesday, May 27, 2015
Teleopti is a global provider of workforce management (WFM) software, offering a WFM solution that is sophisticated, localised and easy to use. Teleopti focuses on helping contact centers, back office...
inContact, Inc. provides on-demand customer contact center platforms to approximately 650 contact centers across the globe. With its roots in telecommunications and network infrastructure, inContact i...
Verint Systems is a provider of analytic software-based solutions for the security and business intelligence markets. Verint solutions transform voice, video, and text into actionable intelligence - m...
Noble Systems Corporation is a global provider of contact center, workforce engagement, and analytics technologies, offering premise, cloud, and hybrid platforms. Noble Systems has been providing inno...