Take for instance MTN that outsourced their customer care service to ISON BPO

What does Mtn stand to gain? Why suffer agents who work under the contract? MTN must have paid ISON BPO for the contract, ISON PBO pay CCR between 35k to 45k per month which is too poor...extremely poor with no bonuses like recharge cards, devices etc. Graduates get to do this job because of the employment situation in the country. CCR work for 9 hours with 5 seconds interval between the last call and the incoming call, can you imagine as agents get to talk for an average of 5 hours pee shift non stop!!!!! Agents are expected to attend to 200 customers per day and agents must raise requests for each call. This is crazy. Agents are not allowed to use their phones and even to use the restroom is forbidin as agents are usually attacked when they make use of the restroom with the new software in the company known as Avaya!!. It is pathetic. Really pathetic. I'm sure when you check the amount of money Mtn must have spent per agent, it must be more than what ISON BPO pays to each CCR! Now, why outsource the service?
Why can't Mtn employ these CCR, pay them above the ridiculous amount the company (ISON BPO) pay these staff?
Why work when you can't use the salary to even maintain a decent home? Why work when salary cant even allow you to start up a family after spending years and money in school?/We are talking about graduates here? Is it that companies like MTN run away from paying workers bonuses? They can still employ these workers and pay them high and avoid bonuses and develop another term for them instead of outsourcing the service to contract companies who exploit these citizens of ours and pay them ridiculous salaries! It is completely unfair. People work from month to month and do nothing with the salary. You can imagine earning between 35k to 45k per month as a graduate in this economy of ours!
When next you call Mtn customer care centre, please empathise with that agent speaking with you because he/she is suffering and not happy. As a CCR, your eyes, ears, back bones etc will suffer badly! They can't use their phone except during break time (30 minutes, 15 minutes and 15 minutes), to use the restroom is almost an evil as you get to be shouted at!!
It is really a pathetic place to work! I still need to understand why companies outsource their services as contract staff get to suffer. This our country have really suffered most of us!

my brother cuz it saves TIME and MONEY.

Cholls:
my brother cuz it saves TIME and MONEY.

I think is deeper than that bro....check out in this case of Mtn and ISON BPO...when you break down the money Mtn must he spending per CCR, it should be close to 100k...why not take it up and pay them that and avoid other bonuses you give to your real staff? At least, these workers can be useful with such pay not with the low pay given to them by the company you offered the contract. I think it is deeper than the time and money thing. I think some people within the company may be making real money from this outsourcing of a thing. Nigerian graduates are really suffering. This society is unfair. What is 35k to 45k per month with all the stress associated with the work and the state of the economy?

Sometimes i wonder, if govtmnt or Labour dont know about this. We need to raise our voice over this to kw weder this new govtmnt will do somthing. Pls OP, if only u can forward ur writeup to df social media. Vangaurd, punch, sun, ikeji, channels n ait, moneyshow on ait by nancy, shes on facebook also, politicalplatform@yahoo.com(raypowerfm). Belive me, if dy talk about this for just one day. Govtmnt will be force to react. Nigeria NLC is a disgrace. For crying out loud, Nigeria telecom is one of the richest telecom in africa.

Hugo70:
Sometimes i wonder, if govtmnt or Labour dont know about this. We need to raise our voice over this to kw weder this new govtmnt will do somthing. Pls OP, if only u can forward ur writeup to df social media. Vangaurd, punch, sun, ikeji, channels n ait, moneyshow on ait by nancy, shes on facebook also, politicalplatform@yahoo.com(raypowerfm). Belive me, if dy talk about this for just one day. Govtmnt will be force to react. Nigeria NLC is a disgrace. For crying out loud, Nigeria telecom is one of the richest telecom in africa.

Nice suggestions bro

Most companies outsource some of their operations so that they can focus on their core business or to save cost. Best thing you can do is to write them and plead with them to change their customer care vendor. But my guess is they probably went with the company that gave them the least price. It is well!

It's [size=15pt]LadyF[/size] again

Up until last month I was also a CCR for Airtel which is also managed by Ison BPO. I feel your pains bro and I understand what you must be going through, the working conditions there is awful and so is the pay.

I think like someone said earlier, the reasons the company outsource the CC is to cut cost. A company like MTN/Airtel would spend more if they are to manage the business themselves, they can't employ graduates and pay them 47,000 (what they paid us, and that's after you must have spent almost a year).

To cut costs.

So they can fire you at will.

I don't understand...

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To make sure they dont join NLC during strikes

In Nigeria minimum wage is only synonymous with Government officials... Private sector no hope for us all.

I dont understand...

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the same reason why some women employ nannies or househelp

Princedapace:
Take for instance MTN that outsourced their customer care service to ISON BPO

What does Mtn stand to gain? Why suffer agents who work under the contract? MTN must have paid ISON BPO for the contract, ISON PBO pay CCR between 35k to 45k per month which is too poor...extremely poor with no bonuses like recharge cards, devices etc. Graduates get to do this job because of the employment situation in the country. CCR work for 9 hours with 5 seconds interval between the last call and the incoming call, can you imagine as agents get to talk for an average of 5 hours pee shift non stop!!!!! Agents are expected to attend to 200 customers per day and agents must raise requests for each call. This is crazy. Agents are not allowed to use their phones and even to use the restroom is forbidin as agents are usually attacked when they make use of the restroom with the new software in the company known as Avaya!!. It is pathetic. Really pathetic. I'm sure when you check the amount of money Mtn must have spent per agent, it must be more than what ISON BPO pays to each CCR! Now, why outsource the service?
Why can't Mtn employ these CCR, pay them above the ridiculous amount the company (ISON BPO) pay these staff?
Why work when you can't use the salary to even maintain a decent home? Why work when salary cant even allow you to start up a family after spending years and money in school?/We are talking about graduates here? Is it that companies like MTN run away from paying workers bonuses? They can still employ these workers and pay them high and avoid bonuses and develop another term for them instead of outsourcing the service to contract companies who exploit these citizens of ours and pay them ridiculous salaries! It is completely unfair. People work from month to month and do nothing with the salary. You can imagine earning between 35k to 45k per month as a graduate in this economy of ours!
When next you call Mtn customer care centre, please empathise with that agent speaking with you because he/she is suffering and not happy. As a CCR, your eyes, ears, back bones etc will suffer badly! They can't use their phone except during break time (30 minutes, 15 minutes and 15 minutes), to use the restroom is almost an evil as you get to be shouted at!!
It is really a pathetic place to work! I still need to understand why companies outsource their services as contract staff get to suffer. This our country have really suffered most of us!

It's a free economy bro. If you want to change it ask your senator to sponsor a bill to stop outsourcing. Until then, MTN is not doing anything illegal. Almost every company around the world does it. It's unfair, I get it, but it is not illegal.

F

Princedapace:
Take for instance MTN that outsourced their customer care service to ISON BPO

What does Mtn stand to gain? Why suffer agents who work under the contract? MTN must have paid ISON BPO for the contract, ISON PBO pay CCR between 35k to 45k per month which is too poor...extremely poor with no bonuses like recharge cards, devices etc. Graduates get to do this job because of the employment situation in the country. CCR work for 9 hours with 5 seconds interval between the last call and the incoming call, can you imagine as agents get to talk for an average of 5 hours pee shift non stop!!!!! Agents are expected to attend to 200 customers per day and agents must raise requests for each call. This is crazy. Agents are not allowed to use their phones and even to use the restroom is forbidin as agents are usually attacked when they make use of the restroom with the new software in the company known as Avaya!!. It is pathetic. Really pathetic. I'm sure when you check the amount of money Mtn must have spent per agent, it must be more than what ISON BPO pays to each CCR! Now, why outsource the service?
Why can't Mtn employ these CCR, pay them above the ridiculous amount the company (ISON BPO) pay these staff?
Why work when you can't use the salary to even maintain a decent home? Why work when salary cant even allow you to start up a family after spending years and money in school?/We are talking about graduates here? Is it that companies like MTN run away from paying workers bonuses? They can still employ these workers and pay them high and avoid bonuses and develop another term for them instead of outsourcing the service to contract companies who exploit these citizens of ours and pay them ridiculous salaries! It is completely unfair. People work from month to month and do nothing with the salary. You can imagine earning between 35k to 45k per month as a graduate in this economy of ours!
When next you call Mtn customer care centre, please empathise with that agent speaking with you because he/she is suffering and not happy. As a CCR, your eyes, ears, back bones etc will suffer badly! They can't use their phone except during break time (30 minutes, 15 minutes and 15 minutes), to use the restroom is almost an evil as you get to be shouted at!!
It is really a pathetic place to work! I still need to understand why companies outsource their services as contract staff get to suffer. This our country have really suffered most of us!

You guys are suffering because of NCC fine on MTN

Op you have spoken well. It's so pathetic that we do not have good labour laws to checkmate the activities of such companies in Nigeria.

Take Guinness for example. They outsource virtually all aspects of their work to contractors who then pay peanuts to those who do the actual work.

In all of this, the Nigeria government is actually losing money and Nigerians are still suffering. Such contractors usually under declare their income or profits. They deliberately do not keep records or they falsify the records of workers they have so that the escape paying tax. Assume contractors were expunged from the picture, workers/labour will be paid the right/fair wage, and government can equally trace such payment and collect their own income tax.

But I trust the government and the minister of labour. They won't look at this issue cos someone is being bribed to maintain sealed lips. Let them keep looking at oil revenue. When oil dries up and the cries of Nigerians suffering becomes too loud to ignore, they will wake up from their slumber

their reasons is obvious bro, to make mre profit. ison is jst an xtortion avenue. mtn is nt the only dat outsource 2 ison bpo, airtel, gtbank n dstv do too. d stress d ccr r going tru is unbelievable. bt i tink its our govt we shud blame nt d indians. ison bpo was in abj b4 bt mved 2 ilorin, ilorin govt rejectd them on salary, den they kame 2 oyo, wher d gov personaly visitd n aplauded tem.

I work in ds stated company presently and this is what we are going through daily, workers are sacked anyhow for just no reason, worker are treated as if they are treating animals. when u work into the office and see d way the AC is blowing, you will say this guys are really enjoying, but mind u, what we call ourselves is corporate labourers, but what can we do, at least it is putting something on the table. Sometimes, I think do we have anybody checking all this things. do they check all this companies. God will help us

They want to reduce stress

Hmmm

I work with an ISP and its been hell, after spending several years in the university, Nysc and several IT training, I landed myself a job earning 40k per month since 2011 till date. All my families have asked me to get married but how can I when I can barely feed myself?

I go from Lasu area to Lekki everyday and sometimes during weekend.

I pray one day heaven smile on me

Outsourcing is a core aspect of the business world.Companies can't grow their staff base indiscriminately when they can simply outsource nonessential services .

Reduced cost

The best option is to look for another alternative source of income or find a better job instead of complaining and lamenting

Yet the disgraceful NLC will only be barking at the government. Let's not even talk about those Lebanese and Indian companies...

One of the major reason is that this agency belong to one of the oga at top.

macaranta:
Outsourcing is a core aspect of the business world.Companies can't grow their staff base indiscriminately when they can simply outsource nonessential services .

Nna keep quiet there..... Is customer care not part of their service or is it not essential to their growth or survival? Over 95% of jobs in Guinness is outsourced. Are you saying 95% of the work there is nonessential?

Don't try to defend those thieves unless you are part of them

festyese:
One of the major reason is that this agency belong to one of the oga at top.

My thought exactly.