Press releases

Vodacom Group

Customer service changes at Vodacom - no retrenchments

Tuesday, 22 March 2011

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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