Bharti Airtel has entered into an outsourcing agreement with Allied Mobile Communications; a South African-registered company that will manage the retail customer services of the Zambian operator.
This means that although Airtel remains the brand name of its retail shops across the country, the retail customer service provider will be Allied Mobile Communications.
The move further entails that Airtel has terminated the contracts of retail customer service employees.
Airtel Zambia’s managing director; Fayaz King said that his company plans to remain responsible for all the needs of its subscribers.
“Airtel will remain responsible for the needs of its nearly five million customers despite the agreement with Allied Mobile Communications to run retail business.
“Airtel reserves the right to reverse the deal should the company fail to improve the retail customer services,” King told the local Post Newspaper.
King also said change is always difficult to accept emphasising that this was a partnership and not a sale of Airtel Zambia.
He added that the company decided to engage Allied Communications because they were experts in retail customer services.
Allied Communication chief of staff Sujatha Daniel McMutrie has offered to takeover some of the employees that will lose their jobs as a result of the outsourcing agreement between the two companies.
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