MTN Denies Sack Of Call Centre Agents

By Tony Nwanne

MTN has denied reports saying that it sacked thousands of workers at its call centres as reported in some national dailies recently.

Some newspaper and online publications alleged that MTN Nigeria laid off some of its contract staff, particularly those that work at the telecommunications call centres.
Responding to the reports, MTN Executive, Amina Oyagbola, said; “The reports are incorrect. The second phase of a change-in-vendor process took place last week, offering interested workers the opportunity to join the new call centres owned and operated by the vendor; ISON BPO. MTN signed an outsourcing contract with ISON BPO Limited in 2015 following a competitive bid process. Indeed MTN’s call centre operations were outsourced to independent third party agencies since 2008, as part of continued efforts to improve the efficiency and quality of customer service delivery in MTN. This is in line with global best practice for organisations in our industry”.

ISON Group CEO, Pravin Kumar said: “We have been managing MTN’s call centres since last year when the first phase of the transition was carried out, with the second phase taking place at this time.  “We were pleased to have emerged as the new partner to deliver cost-effective solutions, adopting state-of-the-art technology that supports world-class customer service.

The drive for efficient customer service delivery without compromising on quality within prevailing economic realities comes with structural adjustments and we work to balance this with the need to ensure the sustainability of our operations.  We have continued to engage with those who are interested in taking up the opportunity to work with ISON under agreed terms. At ISON, we remain committed to delivering outsourcing solutions to our clients that also provide thousands of job opportunities to members of the communities in which we operate.”


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