Telkom`s anticipated market share loss, due to liberalisation in the telecoms sector -including the introduction of the second national operator and the legalisation of voice over Internet Protocol - can be minimised by becoming more customer-friendly.
This is according to Telkom CEO Papi Molotsane, speaking at the fixed-line utility`s annual call centre Olympics awards in Sandton yesterday evening.
"We will lose between 10% and 15% of our market share in about three to five years` time," he told employees and media representatives at the event.
However, he added: "We can minimise the impact by delighting customers - call centre agents are the link between the customer and Telkom."
Molotsane outlined Telkom`s five 'pillars` of strength, saying he hopes the company will become more customer-focused and employee-centred. It also aims to grow the business for investors and ensure the deployment of a next-generation network.
The fifth pillar is to become "a company that is proactive, that will look at the regulatory environment with policy-makers".
The awards
The call centre Olympics, which took place in Ormonde and Sandton yesterday, featured regional winners of Telkom call centre competitions that have been held over the past few months.
It called for participants to answer questions relating to the company in the fastest possible time.
Executive for call centres and operating services Gert Nieuwenhuis explained there are various competitions for 1023 operators, 1025 operators, service consultants, leaders and supervisors.
Telkom employs about 3 500 call centre staff, he noted.
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