South African pay-television firm, Multi choice has laid off more than 2,000 workers in a shake-up of it’s customer care service Model.
According to reports, the company confirmed it will cut jobs at its call and walk-in centres, as the consultation process begins on Friday.
Multichoice is reportedly known to have over 15 million subscribers all over the world and it competes with Netflix in online streaming via Showmax.
Multichoice Group Chief Executive, Calvo Mawela in a statement concerning this cut off said, “This has not been easy an easy decision to make but, in a business driven by advancing technologies, we must continue to drive efficiencies, yet be agile enough to adapt to evolving customer needs.
“We must act decisively to align to the change in customer behaviour and competition from over -the -top services,”he added, referring to video services that stream directly over the internet.
“If we don’t reposition now, we run the risk of being completely misaligned and we put everyone’s jobs at risk”, he concluded.
Over the past three years, Multichoice have seen a steady decline in the number of customer telephone calls and emails into its call centers and walk-ins to its customer service centers.
However, self-service digital channels have continued to grow, accounting for 70 percent of all it’s customer service contacts.
“The company is also in an environment where it will rely more on technology than people”, the company said.
The firm said it will make new roles available for multi-skilled workers with the “expertise, skills and technological prowess to enhance the customer experience.”
The firm also confirmed that it will continue to offer voluntary severance packages, wellness support and financial planning and also the paying for the studies of multichoice bursary-funded staff amongst other benefits.
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Under the Labour Relations Act, the consultation process will take 60 days, although the Information Communication and Technology Union (ICTU), said it has not been officially informed of the action.
