MTN South Africa has issued a statement confirming receipt of a memorandum of demands from the Communication Workers Union (CWU)

The operator further stated that a meeting between its management and Union leadership has been scheduled for 23 August, following the announcement that some call centre facilities would be outsourced.

Earlier this month MTN stated it had adopted a hybrid outsource model to optimise operations and enhance customer experience. This, the company said, would result in the retention of some call centre facilities, while others would be outsourced to a third party vendor.

The company said it expected the process to be completed by September this year, and had already begun to engage employees and unions.

Nhlanhla Qwabe, Chief Human Resources Officer: MTN SA, says "MTN SA will continue to use a number of internal platforms to constructively engage its employees on the planned adoption of the hybrid call centre model, including a meeting scheduled tomorrow Wednesday, 17 August between employees and MTN SA leadership, to further engage and address some of the concerns the employees are raising regarding the planned hybrid call centre model."

"We will continue to have discussions in good faith with integrity and transparency with the CWU in a bid to reach an amicable resolution to the issues raised," says Qwabe.