MTN Nigeria says allegations that it has sacked thousands of its call centre agents are false.
MTN Executive, Amina Oyagbola, who responded to the reports 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.
“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”.
Dolapo is a writer and journalist who works with YNaija. He has interests in Christianity, politics and sports.
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