In October last year, Telkom embarked on a rather large retrenchment process, and now the mobile and fixed line communications provider has revealed more details on various business elements it wants to outsource.
In a statement sent to the media, Telkom explained it has been engaging with organised labour on the outsourcing process – which it says will enable it to have a better footing for the future.
“Telkom has identified a series of actions to unlock further cost efficiencies and improve customer service, in line with the company’s multi-year turnaround strategy. One such action involves the use of the Section 197 process of the Labour Relations Act, which would see certain services outsourced as going concerns.”
One of Telkom’s units that will get the chop from the parent company is its call centre.
“Telkom’s call centre operations and staff are to be outsourced, as well as certain legacy IT billing systems, an internal printing division and the network and operations and retail supply chain sections,” it said.
To make sure that things are happening by the book, Telkom said it is initiating the outsourcing process under section 197 of the Labour Relations Act to transfer staff to another company.
“The law requires that affected staff are transferred with the same or better packages and benefits and no formal consultation with unions is required. Telkom has, however, sought to engage with labour on the outsourcing process.”
And this is all done in the name of keeping Telkom afloat.
“To succeed, everyone at Telkom has to put the interests of the customer at the heart of everything we do. Our customers are the core of our business, but running call centres is not. We know that customers will benefit from a focused and consistent service that a professional call centre organisation can offer. For this reason, we are confident this is the correct action to take,” Telkom spokesperson, Jacqui O’Sullivan added.
Once the changeover has happened, calling 10210 may prove to be a faster, more pleasant experience in the near future, especially if part of the plan includes nixing that awful “On Hold” panpipe music as well. Only time will tell.