staff who took her time to lay out their
sufferings:
Dear Sirs/ Ma
Please I will like to bring to your notice the
mismanagement and ill treatment of customer
care representatives in Nigeria especially the
call center. which is tantamount to corporate
slavery by the Online management team and
the CCRS service providers. Kindly note that
they are termed Independent service provider
because they claimed they are not MTN staff
nor are they staff of their service providers.
But they are been managed by Vendor
Management. Please can anyone tell us who
vendor management are because they are the
ghost running the call center.
Please will anyone tell me of the organization
that does not intimate their staff of the salary
to be paid monthly and the analysis/
breakdown of salary paid? Because different
numerations was paid in February and March.
Since January 13th, 2014, Online Management
Team increased the work days of call center
agents from 4days to 5days without
disclosing salary to be paid. they never
intimated the agents of the change in
schedule but a mail was sent on the 11th of
January by Online Vendor management stating
the effect/compliance of the schedule on
13th of January. The salary to be paid will
only be disclosed by this month end, meaning
they are not confident of the salary to be
paid. That is why it is kept a secret.
Please is it right for an employee not to know
the breakdown/analysis of salary to be paid
three months down the line? [Old] salaries
was paid on 26th & 27th of February and in
March salaries was paid on the 29th.
Despite the so-called segmentation of the
CCRS, their earnings before they were
segmented was far better off. Even now some
of the CCRS are picking calls beyond their
segments.Trainings is been given to call
center agents where nine hours of their time
is taken but they are been paid for six hours
is this not tantamount to robbery of the
agents. this is a dubious payment act. At least
a break down of their salaries is to be given
to them which was done before. they claimed
the salary is fixed but invoice are sent to
calculate hours worked without specifying
what is paid per hour which was done before
now.
The payment of Overtime was scrapped
meaning when you work on public holidays
you are been paid normal rates as regular
days, the payment for day shift and night is
same rate which is not done anywhere. the
CCRS are not allowed to bid nor trade their
schedule to afford for flexibility because that
is what shift jobs are meant to be to give the
individuals time to run their lives but that has
been struck out.Many cannot afford to go
back to school because they Twelve paid days
leave and Six unpaid for the year and with
the trading and bidding of schedules they
trade with colleagues to go to school and do
other things conveniently.
Alot of call center agents are been robbed
daily on Apapa road due to traffic. An agent
was stabbed during robbery attack in the face
and arm which was posted on the social
medias in February some have died and many
had miscarriages. The management care less
about the agents welfare and security but
about their selfish ambitions and targets to
frustrate the old agents so as to fire them or
make them resign so as to employ new hands
to pay peanuts. they are riding on the wings
of unemployment in the country.and many
are ill because of the crazy schedule which
they are not concerned about.
Please note that Agents in VGC demonstrated
when salary was paid in Janurary.
Enforcement of the new schedule is been
monitored by Task Masters namely the so
called Shift Leads that betrayed their
colleagues in supporting the management in
the implementation of the said rules. they
sold their consciences for salary increment.
the margin is far apart to that of the other
agents.
Been sick on duty or calling in sick is
tantamount to absenteeism and you will not
be paid for it. at a time they were asked to
send mails before going to the restroom. it is
an of fence to charge phones, power bank,
laptop etc in the office. Also note that last
year march the agents been managed by
MEMCOS (MTN co-operatives) and now CNSSL
were forced to go get tax id with their
personal monies when the contractors that
managed them were deducting #5000 tax
from the agents salary failed to do same. The
CCRS that didn't comply were sacked. the so-
called contractors are making more monies
from each agents annually than the agents
themselves. One Hundred naira (#100) is
been deducted from every agent salary
managed by CNSSL monthly and Two hundred
and ten naira (#210) is been deducted for
short payment when money is been refunded.
NOTE: there was such enslavery occurence in
Jos some years back where agents were under
paid by CNNSL and the Online Management
team is still patronizing them if they don't
have hidden agenda and it was for this reason
the agents protested and the call center was
shut down. The management of CNSSL are in
charge of Mayfair CCRS and they were the
one that were used as the cadaver of undue
labour. And the salaries deducted from CNSSL
CCRS was paid as bonus to the CCRS in
Mayfair in February. The christmas gift been
given to Staff in Nigeria was converted to
money last year, while other service providers
paid their representatives in November,
CNSSL paid their Representatives in December
and also taxed them on the money.
Every month One thousand nine hundred and
fifty naira is deducted from the agents
salaries for Medicals (THT) multiplied by the
numbers of agents signed up by the agents.
And they are a times not allowed to use the
hospitals of their choice.
Team building has been cancelled and agents
now conrtibute money to go for team
building. Mother friendly schedule has been
shortened to six months instead of one year
Thorough investigations must be carried out
because the Manager Peter Nwaeke,and
Partners like Cecilia Olugbenga-Kayode,
Clement Aligbe, Lovelyn Madu and Jerry
Aghahomovo in Apapa are running the call
center like a primary school threatening the
agents and slaves. Their rights are been
trampled on and which i feel is not fair. The
New S M (Nike Jagun) is going by what they
tell her. i feel the Organisation has critically
look at the situation because an happy and
satisfied employee will deliver excellence and
also make customers happy.
Enough is enough of the corporate slavery. so
i will like the management to critically take
this matter up because this act is really
affecting the performance of the
representatives and so as not to tarnish the
image of this great organization and kill the
zeal of performance in them . it is time to
stop this madness.
Regards - Freda
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