Airtel Zambia announces outsourcing of customer services

Airtel Zambia hopes that a new agreement to outsource its retail customer services to Allied Mobile Communications in the country will boost customer satisfaction in the telecom sector.


Airtel Zambia hopes that its outsource agreement with Allied Mobile Communications in the country will boost customer satisfaction. (Image: File)

Airtel Zambia Managing Director Fayaz King said the mobile service provider “will remain responsible for the needs of its nearly five million subscribers despite the agreement with Allied to run its retail business,” adding that the company reserves the right “to reverse the deal should Allied fail to improve the retail customer service delivery.”

It comes in the wake of growing concern across Africa over the ability of telecom operators to handle the increasing number of users on the continent. While East Africa and Zambia have been largely solid on customer satisfaction, there are concerns that a rise in mobile users would result in a drop in levels of customer care. 

Airtel inked the outsourcing agreement with Allied Mobile Communications, a South African-registered company, and will see the latter manage the retail customer services.

Airtel has already terminated the contracts of its retail customer service employees, except for those at Lusaka’s 24-hour Arcades shop, which is earmarked for upgrading into a flagship store.

Allied Communications chief of staff Sujatha Daniel McMutrie has offered to take over some of the employees on new conditions, according to a letter of employment offer copied to the affected workers, the Times of Zambia reported.

King said “only about 69 employees had been affected” and said that those who are not happy with the conditions under Allied Mobile Communications “to make personal decisions to leave.”

Mohammad Awad