News : Vodacom Outsource Call Centre Jobs to its Outsourcing Partner Merchants
Johannesburg and Cape Town, South Africa, Aug 11, 2016 -- Vodacom has decided to outsource a larger portion of its customer service to Merchants, a South African business process outsourcing (BPO) provider.
BPO is commonly known for call centre services outsourcing, which makes up 67% of the total industry.
Merchants has been running Vodacom’s prepaid customer service for the past ten years, and recently expanded its offering to cover other areas of the business as well.
Merchants announced on Thursday that it has launched a second Vodacom customer service centre in Cape Town.
With the addition of this centre, Merchants is now accountable for operating the prepaid, postpaid and enterprise customer services for Vodacom out of both their Johannesburg and Cape Town centres doubling the total staff compliment to around 1 000 people.
"Vodacom outsources to several partners of which Merchants is one and as a result of the significant improvement in our performance, Vodacom has decided to outsource a larger portion of their customer service to Merchants. This is a very big win for us," to Haroon Cassim, general manager of the Vodacom account at Merchants, said in a statement.
During the launch, Merchants said it exercised a great deal of care in ensuring that areas affected did not impact peoples’ jobs.
Launched at the beginning of the year, the Cape Town contact centre staff compliment initially consisted of 300 people, but Cassim said more growth has taken place. "The Johannesburg site grew from 500 to 900 seats and I expect the Cape Town site to be the same size by the end of this year.
Ugestra Alwar, Managing Executive: Customer Care at Vodacom, said, "As South Africa’s leading mobile network, being flexible in meeting our customers’ needs is key to our success and Merchants’ ability to execute on our ambitions and contribute towards the improvement of our service, has strengthened our relationship."
Posted by Veronica Silva Cusi, news correspondent
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Vodacom is a leading African communications group providing mobile communications and related services to 41.3 million at 30 June 2009. Its mobile network covers a total population of approximately 182 million people across five countries: South Africa, Tanzania, the DRC, Lesotho and Mozambique. Vodacom's presence in Africa was strengthened with the acquisition of Gateway on 30 December 2008, which has customers in 40 countries in Africa, providing communications services to multi-national companies and telecommunications network operators. In addition, Vodafone has agreed to use Vodacom as its exclusive investment vehicle in sub- Saharan Africa.
Published: Monday, August 15, 2016