Reports gathered on Monday revealed that MTN Nigeria has sacked over 1000 Customer Care Representatives (CCRs) attending to High-Value Customers in Lagos, Kano, Ilorin and Kaduna call centres.
The vendor in charge of the call centres, Communication Network Support Services Limited Contact Centre (CNSSLCCL) served affected agents termination of appointment letter last week.
A letter dated August 24, 2016, signed by Group Head, Human Resources, Olumuyiwa Ogunjuwon, directed the agents to submit all company work tools in their possession by 1st October, 2016.
NEWSVERGE recall that MTN Nigeria had withdrew outsourcing contract of bottom 80 customers from CNSSL Contact Centre Limited in 2015 and gave it to ISON BPO, while the company retain management of top 20 HVC Customer Care Agents.
Some of the agents in chat with our correspondent described the development as sadden, adding that MTN failed to fulfill it promises.
“MTN is just making profit in Nigeria without paying necessary dues and benefits to staff in the name of outsourcing.
“In a mail sent by the former CEO of MTN Nigeria, Mr. Michael Ikpoki dated 20th May 2015, bothering on the subject matter of “Change of Outsourcing Arrangements for MTN Call Centres”, Mr. Michael made us all understand that we are all “part of the larger MTN family”, though we are not direct MTN employees. He further stated and promised that MTN “will ensure that all concerned are well informed and that all parties work towards a transition that smooth and seamless”. They added.
The affected agents, however, urged the federal government and other stakeholders including Nigerian Labour Congress (NLC) to intervene.