Mobilink, the largest cellular company of Pakistan, has decided in principle to outsource its entire call center operations, we have confirmed with sources in the company.
From the information we have got so far, it is confirmed that Business and Communication System (Pvt.) Ltd. has got the contract managing entire customer support of Mobilink, while execution of this contract is expected as early as January 2012.
Interestingly, Mr. Irfan Akram, currently vice president at Mobilink for customer care is the CEO of BCS (Business and Communication System). It is unclear if Mr. Akram will remain with Mobilink or not, but given that BCS is not owned by VimpelCom, he might quit from his current position at Mobilink.
Sources tell us that all permanent (and contractual) employees working within Mobilink customer care (including senior managers) are to be made contractors of BCS(Pvt.) Limited to become employees of BCS. It is likely that all employees will be offered new terms before they sign contracts with BCS. It is heard that over 2,500 employees may see a shift during the transition.
Its even more interesting that BCS will use Mobilink’s current infrastructure, including building, equipment, computers etc., for it’s operations.
Sources tell us that VimpelCom, the parent group of Mobilink, isn’t aware of the whole situation, particularly with the details and background of BCS. However we couldn’t officially confirm this from VimpelCom.
Move is likely to impact thousands of call center employees, who are feared to largely move to competition amid new terms, loss of benefits and job insecurity. Morale will be affected for sure.
We are unclear about Mobilink’s motive behind this move, though industry experts say that this is possibly be an outcome of VimpleCom acquisition of Orascom, while others fear that top Mobilinkers could be behind this master plan.