MTN, CWU to slug it out in court over outsourcing of call centres

MTN and the Communications Workers Union (CWU) are not in agreement with the planned outsourcing of some of the mobile phone operator’s call centres, and now they are heading to court to seek a solution. By Staff Writer

Earlier this month, MTN announced its plans to outsource some of its call centre facilities.

MTN said it will adopt a hybrid outsource model which will result in MTN retaining some call centre facilities while others are outsourced to an experienced third party vendor.

CWU has threated to strike over outsourcing and called MTN’s process a ‘jobs bloodbath’.

MTN said the adoption of the hybrid outsource model is aimed at optimising its operations and enhancing customer experience.

The mobile phone operator added that the finalization of this commercial undertaking will enable it to streamline its operations and focus on its core competencies, improve its ability to offer its customers a better customer value proposition and reduce operational costs.

“The process is still ongoing, and we are encouraged by the participation of our employees thus far,” says Nhlanhla Qwabe, chief human resources officer: MTN SA.

“MTN can confirm CWU has applied to court for an interdict against MTN. The matter is currently set down to be heard on 31 August 2016.  MTN intends to oppose the application through the normal court process.” Qwabe said.


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