MTN Nigeria CEO sends mail directly to all MTNers stating withdrawal of outsourcing services from Nigerian indigenous companies to a South African?Indian owned company named ISON BPO. This action will definitely render over 4500 customer care representatives jobless as ISON BPO is know for low and poor pay, poor working condition, unwarranted sack, harassment to mention a few. News reaching insiders is that MTN plans operating her call centers from outside Nigeria where which Nigerians wont be employed, a move rejected by Benin Republic in which their Government threatened to withdraw MTN license if they try such. What is Nigerian Government doing to prevent this from happening? Do we have a government or labour laws to keep these foreign companies in check? Read the mail sent by MTN Nigeria CEO, Mike Ikpoki.
Y’ello All,
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Over the years, as our operations have expanded and the demands of our customers have increased, we have needed to expand our staff strength in the Customer Relations Division. Such are the staffing requirements that a sizeable number of contract staff were engaged through outsourcing arrangements.
Research has clearly shown that the outsourcing model is the most efficient and cost-effective way to operate if we are to remain competitive and continue to deliver good service. Recall that we have already embraced this option under a Managed Service agreement for part of our Network Group. Indeed, different outsourcing models are now deemed to be global best practice.
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Although our call centres are currently outsourced to CNSSL and MacTay respectively, a new outsourcing contract has been signed with a new organization known as ISON BPO Limited, following a competitive bidding process organized by Group Procurement.
ISON BPO emerged the preferred vendor for call centre management in all MTN OpCos in Anglo-phone Africa. As such, ISON will manage the operations and management of the respective MTN call centres in all English-speaking OpCos, (excluding MTN South Africa, whose call centre was outsourced to another vendor under the same competitive process)
An inter-divisional team has been set up to work with the old and the new contractors to ensure a smooth transition by August 1, 2015.
As it often happens when there are changes in the offing, there will be rumours and stories making the rounds about specific details of the new arrangements. Let me categorically state that when all the details and terms have been agreed and concluded, I will, as always share the information with the relevant parties.
While those affected are not directly employed by MTN, they have become part of the larger MTN family, and their respective contributions to the success of our business is well appreciated.
Indeed, MTN’s success in Nigeria is as a result of the hard work, commitment and dedication of all MTNers, guided by a strong culture of people management. This culture is of significant influence on our partners and all those operating within our ecosystem.
That is why we will ensure that all concerned are well informed and that all parties work towards a transition that is smooth and seamless.
Regards,
Mike
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