Customer service changes at Vodacom – no retrenchments
As part of a series of actions to improve the customer experience, Vodacom SA is planning to make a number of changes to the way its call centres are organised. There will be no retrenchments due to these steps.
In order to establish centres of excellence with specialist call centre providers, approximately 1000 call centre agents currently contracted to Vodacom via third parties will now be contracted to these call centre specialists. There will be no changes to the remuneration and benefits of these staff. Approximately 275 staff will be redeployed within Vodacom.
Speaking about these changes, Portia Maurice, Chief Officer: 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 excellence, which will result in an improvement in our customer experience. We also need to make sure that we are positioned to deal with growth in the range of services that we offer customers, especially data services.
We have made every effort in planning this change to ensure that there are no job losses."
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Vodacom notice - Phishing
Vodacom has recently been made aware of some customers receiving fraudulent emails claiming to be from Vodacom and asking for updated contact information. The mails may even look authentic and contain the Vodacom logo and corporate colours.
Note: Vodacom won't ever ask for personal information over email.
These are scams commonly known as 'phishing' and all Vodacom customers should take note of the following before responding to an email from a site asking for personal information.
- Check that the email address and the sender name match.
- Hover over (but do not click) any links to check if the address matches the link that was typed in the message.
- Make sure that the email address or phone number listed in the email is the same as the one that should be on that company's records.
- Does the message start with a generic greeting, like "Dear customer." Most legitimate companies will include the recipient's name in their messages
If you suspect a phishing mail, contact our customer care by dialing 111 from your Vodacom handset. Alternatively, send us an email by completing the Scams & Hoax form.