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News : Telkom Workers Escalate Go-slow
Johannesburg, South Africa, March 25, 2015 -- Telkom call centre workers, who are already on a go-slow, escalated their industrial action by bringing the centre to a virtual standstill on Tuesday, The Star reported.
The action was in response to Telkom's decision to go ahead with transferring staff from its call centre, supply chain and IT departments to new employers at the end of March as part of its restructuring programme.
Telkom is set to save money by outsourcing the work from the three departments.
The Star reported that customers were left frustrated as their calls were left unanswered while the Telkom website was also down late on Tuesday.
Telkom spokesperson Piney Chetty confirmed to iafrica.com that the call centre staff had embarked on the go-slow but denied that the website had gone down.
Some customers though took to social media to express their frustrations with the call centre.
Other customers complained on the website.
Wisdom20 said that it took 16 minutes to get hold of an agent on March 24 but was disconnected within a minute. Another customer, coetzee_r, said that they had been trying to get through to the call centre for days and could not connect as they were "busy with an unprotected strike."
Telkom says that staff at the centre had escalated their industrial action since the weekend and had had reports of staff walkouts and intimidation.
"Our service levels have been under severe pressure for weeks. We have brought additional staff into our already outsourced call centres and increased our resourcing of non-call centre customer options," Telkom spokesperson Jacqui O’Sullivan told The Star.
The utility said that faults could be logged online, via SMS or email.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Capability And Reliability
More Editorial From PT Telekomunikasi Indonesia. Tbk
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: Friday, March 27, 2015