MTN says sorry for call centre chaos

MTN has apologised over call centre disruptions. (Duncan Alfreds, Fin24)
MTN has apologised over call centre disruptions. (Duncan Alfreds, Fin24)

Cape Town - Mobile operator MTN has apologised to customers for service disruptions as strike action continues to impact on operations.

"It is with great disappointment that our customers are subjected to the recent service experiences which are as a result of the strike. On behalf of MTN South Africa, I would like to extend my most sincere apology for this," said Ahmad Farroukh, CEO of MTN South Africa.

MTN workers affiliated to the Communication Workers Union have gone on strike over bonus pay and other issues.

The strike has had an acute effect on service at the operator's 808 Call Centre which angered some MTN customers.

READ: MTN customers fume at call centre closure

Negotiations between the union and company are ongoing, but MTN argued that it had made some concessions in offering an 8% bonus this year and a guaranteed 12% bonus in 2016.

Reimbursement

For customers, the operational issues at the call centre has damaged the company's reputation.

"Oh really, is it closed down? Didn't notice, service is so bad anyway nobody will miss the MTN call centre," wrote Pieter Pretorius in commenting on the frustration of Fin24 users with the service issues.

But Jan Jantjies expressed anger toward the strikers.

"To the striking thugs and unions: Your actions will certainly bring businesses down and then the country with your lack of vision!"

MTN hinted that it may consider reimbursement for subscribers who have been financially disadvantaged by the strike.

"MTN is looking at all options in order to satisfy customers. Subscriber credit reimbursement is standard practice even when there is no strike," Themba Nyathi, MTN SA Human Resources manager told Fin24.

Farroukh said that he expected service to be fully restored soon.

"I wish to assure our customers that we view this matter in a serious light and we are working tirelessly to ensure that all our support services are operational. We plan to fully restore our services soon."

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