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
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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