MTN Nigeria has effected the second phase of its change-in-vendor process, involving the planned transition of customer service operations to ISON BPO Limited in a continued bid to outsource certain services it provides. Amina Oyagbola, an Executive at the telecommunications giant said that subsequent to agreement through a contact in 2015, MTN had begun a change-in-vendor process to ISON BPO Limited, with the second phase taking place last week. She said that this is in line with global best practice for telecommunication organisations.
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.”
Speaking on reports that the company had laid off several of its contract staff and slashed the salaries of others, Oyagbola said that this was untrue, as MTN only offered these staff the opportunity to join ISON BPO Limited, who would now be in charge of call centre operations. Oyagbola, however, did not specify whether these staff would be offered the same pay packages as they received while under direct employ of MTN.
Reports coming in last week had claimed that MTN had laid off several contract staff, giving them disengagement letters. The reports also claimed that workers in their Apapa office were asked to relocate to Ibadan and have their salaries slashed by 67% if they wanted to stay with the company.