It's easy, so that they can sack their staff without paying them off.

www.vocalwalls.com

Martins301:


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

It's Sunday..if not I would have said you're an idiot

Bollinger:


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.

No one said it is illegal though

That ISON matter no be here.
The sad thing is that it's Nigerians that are solely in charge. They are the ones making the rules hence makinh life miserable for their subordinate.
I always tell people that, until we learn how to love, help and look out for ourselves, This country is not getting anywhere been better.
I leant that one clinic in abeokuta has refused to be a HMO for ISON is abeokuta due to constant or daily visitation by these mtn ccr. Majority of them are now on glasses while most faints and collapse at work.
This is bad and uncalled for.
I hope mtn will look into this.

To cut costs
To share risks
To focus on the core objectives/goals.

Simple, they outsource because it's efficient.

You don't have to work for an outsource company.

Show employers that you have integrity.

Companies outsource to cut costs. Some companies must outsource in order to be able to compete on the global market.
Outsourcing is not a problem per se. It has many advantages too, not only for companies.
Many companies have given people in developing nations employment and thus contributed to a better living and economic development.

The problem is when companies exploit people as described in the OP. They simply have no entrepreneurial ethics.
This is where politicians need to ensure that there are laws protecting employees. They must set minimum standards.

It is naive to believe that outsourcing can be stopped in a globalized world. Moreover, it shouldn't be stopped. Business people must be free to do business wherever they want.

However, awareness must be raised to fair and human treatment and governments and unions must ensure that a worker's rights are protected.

Martins301:


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

Ha-ha. You have never heard of companies outsourcing their customer service?

There are companies who only have offices for the management and a few staff - everything else, they outsource products, customer care and even personnel/ HR duties.
It happens.
Oil companies outsource work to drilling companies, T-shirt companies outsource making of their t-shirts to other companies, no different in telecom.
Relax peeps. It's just one way of doing business, unfortunately money talks and works and that's their business model.

macaranta:


It's Sunday..if not I would have said you're an idiot

Na man lol, don't call anyone names. Sometimes educating is a better route.
It's sunday, leave him be, and let's bring everyone up.

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!

Let us free ourselves of SLAVERY from coys like MTN that only have the selfish mindset to make profit without adding any value in this country with some SENATORS or past POWERFUL INDIVIDUALS that are SHARE HOLDERS but encourage by patronizing the INDIGENIOUS GLO WORLD..... I define it SELF OPINION . Even check some other countries of this world. They Run Monopolistic Business in all sectors and they still satisfy their people. Make your choice and drop or add your reasonable comments.

If MAMA PEACE with proud ungodly characters in CCR & unhygenic environs in selling pea-nuts in my street because of no competition, then MAMA IJEBU, a new resident in the street sees her flawlessness in mama peace, she competes by packaging hers with Garri egba in a decent nylon thereby a lesson of challenge is thrown to her life to leave or adjust her life.

SHIKENAH.

You outsource for three reasons...but let me tell you, there are jobs not meant for graduates. A CCR is not a graduate job. To be frank. A graduate is trained to manage. To be a manager. CCR positions are meant for O'level holders. It is because of the the high unemployment rate that is why you see graduate taking up jobs not meant for them. Same goes for bank tellers and counters. These positions were initially designed for O'level holders....but because graduates are willing to take up these positions...shit happens
To the subject:

When you outsource, you are not liable or responsible for the staff....meaning you do not need to pay welfare packages like housing, transport, furniture, education, lunch etc

You don't think twice if you want to send them packing because you do not need to pay he/she off. No settlement.

With all these off your neck there will be so much profits for the greedy shareholders to share.......

I want you to know that this is not limited to MTN, it is like that is most Banks. Most Banks staff are on contract and they pay them peanut. 45k, 50k, 60k depending on the bank. Most disheartening part is that they treat people like slaves, u must not use phones, you must not stand up, harassment and intimidation from core staff, no benefits,

No harm in outsourcing but the treatment is so frustrating. I see it as corporate slavery. We should all rise to fight for justice. We can not afford to work as slaves in our father's Land.

NLC is aware of this and they keep mute and expect us to join them fighting for Minimum wages. NASS keeps enriching their pockets and abandoned vital issues like this

May God help us

the company executives own d outsourcing companies. cleaning coy, security companies etc are owned by d ogas. i know a former general manager who owns a security outfit and d bank still uses his firm. pays his staff 20k nd gets like 55k

Princedapace:

Nice suggestions bro

bros quit and stop complaining. ur life wont end na

It is not strictly cost savings,most of those outsourcing firms are the businesses of the Ogas in those companies

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! [b]They can't use their phone except during break time (30 minutes, 15 minutes and 15 minutes), to use the restroo[/b]m 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!

Really at the bolded? Just a quick question " if you were an employer, would you allow your employees to use their phones during working hours?" This is why customer service in Nigeria is nothing to write home about. You have employees chatting about on their phones, checking Facebook, blogging and all sorts while customers are right there sitting in front them, and when a sane company says no to that, people like op will run to nairaland and lodge a complain.

its worse with banks The outsourcing company takes over 50%

Princedapace:


No one said it is illegal though

Then there's no need to complain about it. What you do is not accept a position in the company.

ednut1:
the company executives own d outsourcing companies. cleaning coy, security companies etc are owned by d ogas. i know a former general manager who owns a security outfit and d bank still uses his firm. pays his staff 20k nd gets like 55k

Per head?

@Marxxx I ought to be working at this said ISON but thank God I never did. As for the talk of graduates, during the interview processes (4 stages), u must be a university graduate or be kicked out if it a lesser qualification. HND was also accepted. I can tell you, this company is the headquarter for suffering owned by the Indians.

ayguru:
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

Aww!!! I feel your plight bro.

Baba God shall surely pick up your call.

olu4life:
@Marxxx I ought to be working at this said ISON but thank God I never did. As for the talk of graduates, during the interview processes (4 stages), u must be a university graduate or be kicked out if it a lesser qualification. HND was also accepted. I can tell you, this company is the headquarter for suffering owned by the Indians.

Thank God you did not end up with them. I trust you are happy where you are presently...do ve a lovely day

Martins301:


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.

[/b]GBAM that is the real reason[/b]
Imagine 250workers, 50 are company staff the rest causal staff or under contract(one oga at the top is the Head of the contracted company -company on paper)

tax is deducted from the 250 but only 50staff tax is being remitted to the government.
They know highest it's to bribe the inspecting NLC.
I don blame the companies, and there ar much industry and less unemployed, even the recruiters will make the job palatable with benefits.

jamanuka:

Per head?

Yes. He is talking abt per head. I know a security firm as well that the agency pays 22k per head while what company pays is 60k. naija is in a Deep shit.

ednut1:
bros quit and stop complaining. ur life wont end na

lol... oga mi... not as easy as you think ohh.. at least it takes people out... staying at home can be worse... job no easy to find.

ayguru:
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

I feel ur pain bro God will definitely smile @ u

it mainly because of pension/pencom
they don't want to take responsibility when you're old not when you're still very active
they know there is no difference between paying you directly and outsourcing you
its for long term strategy

Op dat was my first job 2years ago when I finished my NYSC. Infact I was asked to resume 1months to rounding off NYSC. Well I took it mayb cos it was IB and cost of living is low and good but I was demoralised start wit 35k for 3months den 40k to 46k plus yeye bag of rice and groundnut oil @ xmas and the sight of the indians (Sandeep, Alooup and others) were annoying. I always dread going to work and always wished my off days were forever. Well left since d only thing it added to me was my CV (work experience)

ROSYL:


Really at the bolded? Just a quick question " if you were an employer, would you allow your employees to use their phones during working hours?" This is why customer service in Nigeria is nothing to write home about. You have employees chatting about on their phones, checking Facebook, blogging and all sorts while customers are right there sitting in front them, and when a sane company says no to that, people like op will run to nairaland and lodge a complain.

Have u heard of low morale before? Customer service in Nigeria is not bad becus of phone u are talking about, it is bad becus people aren't happy wit the job and are doing it becus of no job and are constantly using the means to check for another job. Treat ur workers rightly and they will gladly do away with certain things... Customer service is poor becus of bad work condition...well, u really don't understand the shit that goes on in there...sad and frustrated staff

All these big firms aren't doing this outsourcing thing becus of the money...they are doing it becus of the greediness of the few. Outsourcing is a global game but I trust Nigerians , they will always use in a wicked manner....this must stop if we voice out really hard...I will do my very best to get this heard to major media outfits...I need few of them to do under ground cover story on this issue including foreign media houses...

It is not really about me...I av been into fiverr for years now and I make reasonable income to back up but I pity those who are heavily affected ... My issue is why this wicked act? Not really fair and this must stop..

ednut1:
bros quit and stop complaining. ur life wont end na

U are getting it wrong bro...it is not the quitting thing...I am more interested in pushing this evil to my best of power in terms of publicity.....

No one sees future with Ison BPO...Everyone working to quit...but things can change u know.. U know we are too used to negative norms in Nigeria