Mobilink, the Pakistani telecoms service provider that is set to become a company with 45 million customers six months from today, has started the first phase of outsourcing its support staff. The move has already started with its call-center in Lahore, ProPakistani have confirmed with the sources.
According to the information we have received, Mobilink has contracted “Mind Bridge”, a BPO company based out of Lahore, for the purpose.
Mind Bridge is aiming to land Mobilink’s first support call within this week. Our sources tell us that all processes in this regard have been streamlined and the necessary arrangements have been made.
Initially, as per our sources, 20% of Mobilink’s support functions will be outsourced to Mind Bridge. These 20% Mobilink employees – with hands on experience – will be given to the contracted company’s control that is going to manage Mobilink’s support services.
Employees are expected to retain their existing salaries during their transition to the new company, we have been told.
As one can expect, more support staff is going to get outsourced down the line. Our sources tell that there won’t be any layoffs at this point in time.
Not to mention, some of other telcos have already outsourced their support staff to third-party vendors.
Mobilink’s support functions are massive and complex. It will be challenging for both Mind Bridge and Mobilink to run a smooth and wrinkle free transaction without impacting the customers in terms of services and support quality they were getting before today.