A blood job who said on Friday that he would launch a "consultation process" with 2,194 employees in call center operation and promenade centers as part of a strategy to adapt his customer service model. "
The ICTU syndicate has already accused the company of not fully informing it of the plan, which claims to make the process "illegal" under the Labor Relations Act.
MultiChoice South Africa said that "realignment" responds to "the changing behavior of its customers, who are increasingly moving away from traditional voice calls and visits to promenade centers and by adopting new self-service and digital technologies to work with the company" .
He said that new roles would be available for "many skilled employees with the know-how, skills and technological capability to enhance customer experience."
"This was not an easy decision, but in an enterprise driven by advancing technologies, we must continue to drive efficiency but be flexible enough to adapt to the evolving needs of our customers to ensure that we remain relevant, competitive and sustainable, "said CEO Calvo Mawela in a statement.
"We have to act decisively to align ourselves with changing customer behavior and over-the-top or OTT competition (such as Netflix) because if we do not re-position now, we run the risk of not being fully aligned and we endanger all jobs. "
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ICTU's Thabang Mothelo told TechCentral that the association would "seek urgent engagement" with MultiChoice. "The employer has planned on Friday to make the announcement, which shows some cries of timidity that they are not dealing with the consequences of their actions," the union said in a statement. Mothelo said that ICTU will write to MultiChoice and hopes to receive a formal response to its concerns by Monday.
MultiChoice said its automated digital channels continue to grow and today account for 70% of all customer service contacts.
"The company is also in an environment where it is more technology-based than people, as it faces increased competition from technologically advanced and unregulated OTT platforms," he said.
"The audiovisual entertainment sector is seeing a rapid development with more and more players entering the industry. We have worked hard to minimize the impact of this business realignment on our people – those directly affected by the process and their colleagues in the rest business ".
The consultation process with the officials concerned will take place within 60 days.
"As part of an integrated support program agreed with trade unions and other employee representatives' forums, the company will voluntarily offer retirement packages, wellness support and financial planning, and will continue to pay for the ongoing studies of MultiChoice-funded workers, range of benefits for employees. "- (c) 2019 NewsCentral Media