MTN Nigerian call centre agents claim gross abuse

The Nation reveals.

Many of the affected workers, who stormed The Nation office in Jos, alleged that the level of exploitation of the workers of MTN in Jos is too high.

MTN contracted a Lagos private firm, known as CNSS Contact Centre, to recruit workers for the take-off of the Jos call centre in 2010. After the recruitment, the call centre was opened in June 2010. The workers were trained by MTN.

Documents made available to the News Agency of Nigeria, in Jos, indicated that CNSS placed each worker on a salary of N120 000 a month instead of N35 000 the workers claimed they were receiving, PM News Nigeria reports.

The staff, who said they suspected a rip-off, also claimed that the local management made some deductions from their salaries, monies meant for rice and oil given to them by MTN during Christmas.

“We know MTN usually gives such gifts free to its workers and even some customers; [why] we were asked to pay for such items here is surprising,” one of the workers said.

Regional technical officer of CNSS in Jos, Adeboh Ejiga, refused to comment on the allegations and claimed that he was not allowed to speak to the media, The Nigerian Observer states.

However, MTN GM for corporate affairs, Funmilayo Omogbenigun, said the company's local outsourcing model was unique in the communication industry.

Omogbenigun, who rejected claims that the centre owners had any association with MTN or its board, said they were selected “through a rigorous bidding process which ensured that the winner had demonstrable abilities in call centre management”.