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Telkom moves on outsourcing plans

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Telkom is outsourcing its fixed-line call centre operations to WNS.
Telkom is outsourcing its fixed-line call centre operations to WNS.

Telkom has identified further actions to "unlock cost efficiencies and improve customer service" in line with the company's ongoing turnaround strategy, the company said in a statement outlining its outsourcing plans today.

This includes the outsourcing of some of its non-core operations - as announced in February - around which Telkom has been engaging with organised labour.

"One such action involves the use of the Section 197 process of the Labour Relations Act, which would see certain services outsourced as going concerns," says the company.

Telkom's call centre operations and staff are to be outsourced, as well as certain legacy IT billing systems, an internal printing division and the network and operations and retail supply chain sections.

The company has identified WNS as its preferred partner to undertake Telkom's fixed-line call centre operations, while Barloworld Logistics will undertake the management of 25 Telkom warehouses in the supply chain area of the business.

It is proposed that the IT legacy systems will be managed by ASAJE and Bidvest has been identified to take over internal printing services, and Ingram Micro the supply chain in the retail area of the business.

Just under than 1 300 employees are affected by the Section 197 process, all of whom have been notified of the company's intent to engage with organised labour on this matter.

Telkom spokesperson, Jacqui O'Sullivan, says outsourcing is "a critical step in Telkom's focus on the customer".

She says customers are the core of Telkom's business, but running call centres is not. "Customers will benefit from a focused and consistent service that a professional call centre organisation can offer. We are confident this is the correct action to take."

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