Telkom call centre mess explained

Telkom’s service levels have been “under severe pressure” for a number of weeks, the company has admitted, stating an ongoing labour dispute was to blame.

Persistent illegal industrial action in the form of go-slows at Telkom’s call centres escalated this weekend, with incidents of staff intimidation and walk-outs reported.

“We would like to apologise to all our customers for the poor service levels,” said Telkom spokesman Jacqui O’Sullivan.

“We have brought additional staff into our already outsourced call centres and have increased our resourcing of the non-call centre customer options.”

Organisational changes

Telkom said it will proceed with the automatic transfer of staff from its call centre, supply chain, and IT environments to new employers on 31 March after unions failed to secure a majority consensus on an additional offer from the company.

The company said its discussions with organised labour about the Section 197 process has been underway for five weeks.

SACU and Solidarity recently asked that Telkom make voluntary severance packages and voluntary early retirement packages available to employees affected by Telkom’s outsourcing initiative.

Unions also requested that Telkom move the transfer date out from 31 March to 30 April.

According to Telkom, it agreed to both requests.

While Solidarity and the SACU accepted Telkom’s offer, the Communication Workers Union withheld the majority consent, which meant no agreement could be reached.

“A majority consent is required and without such an agreement in place, we will have to proceed with the automatic transfers as planned at the end of this month,” said O’Sullivan.

Telkom also said its Section 189 consultations – related to the closure of 20 Telkom Direct stores – continued on Monday facilitated by the Commission for Conciliation, Mediation and Arbitration.

Fault reporting

Telkom went on to suggest a number of alternative methods of reporting problems or getting technical support.

Customers with Internet access can log a fault or use the chat service at www.telkom.co.za. Alternately, users can SMS “service” to 30591, or email [email protected].

It is also possible to request assistance on Twitter by tweeting TelkomZA.

More on Telkom tech support issues

ADSL problems caused by new Telkom system: ISPs

Telkom restructuring targets outsourced workers

Mass action against Telkom planned

Here are the Telkom shops which may be closed

Long Telkom call centre hold-times