MTN Nigeria has described report of workers at its calling centers getting sacked as untrue. According to the company’s executive, Amina Oyagbola, 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,” she said.
She noted that 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,” Oyagbola added.
Also commenting on the development, ISON Group CEO, Pravin Kumar said the company has been managing MTN’s call centres since last year when the first phase of the transition was carried out; he added that the second phase would be taking place at this time.
He said: “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.”