Vodacom rings customer service changes
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22 March 2011
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Vodacom SA said today that it would change the way its call centres are organised as part of a series of actions to improve the customer experience.
The mobile telecommunications group group stressed that no retrenchments would take place due to its plans.
Vodacom said that in order to establish centres of excellence with specialist call centre providers, about 1,000 call centre agents contracted to the group via third parties would be contracted to those call centre specialists. "There will be no changes to the remuneration and benefits of these staff," the group said.
About 275 staff would be redeployed within Vodacom, it noted.
Portia Maurice, chief officer of corporate affairs, said: "We are making these changes to ensure that we are better able to deliver the kind of service that customers demand and deserve. We have worked very hard with specialist call centre suppliers to focus knowledge and skills in specific centres of e...
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