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    Thursday, 17 April 2014

    City Blog Revealed: The Bad Things MTN Is Doing To Their Workers

    I received this SOS message from an MTN 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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    Item Reviewed: Revealed: The Bad Things MTN Is Doing To Their Workers Rating: 5 Reviewed By: City Blog