Though we are yet to get an official confirmation on this, but sources communicate to us that top management held its plan to outsource the customer support for time being at least, fearing staff outrage and low-morale of the employees.
Another reason for project confinement could be the fact that the news was leaked out to media when ProPakistani first covered it three weeks ago.
We had exposed Mobilink’s plan for outsourcing its all permanent (and contractual) employees working within Mobilink customer care (including senior managers). It was likely that all employees were to be offered new terms and could impact at least 2,500 customer care and call center employees.
Seemingly Mobilink will try again to carry forward the outsourcing procedures in few months, given the fact that the plan had reached its final stages.
If Mobilink ever goes ahead with outsourcing of its call center then other operators might follow the suite (a usual norm in Pakistan) to damage employment in telecom industry at large.
