In a bid to revamp the customer service delivery model of MultiChoice, the South African pay-television company will lay off about 2, 194 of its customer service workers, the company said on Friday.
This is due to low performance of over three years in conventional customer care service of voice calls or walk-ins by customers, resulting to self-service with the introduction of digital technologies by the company.
According to Calvo Mawela, MultiChoice CEO, the company is taking steps to grow technologically, as the entertainment industry is continuously evolving. He said the lay off consultation process will take 60 days.
“If we don’t reposition now, we run the risk of being completely misaligned and we put everyone’s jobs at risk,” Mawela added.
However, the company will create new job positions, which multi-skilled employees with technological capabilities. It will also provide for its affected workers support programmes including voluntary severance packages, wellness support, and financial planning and continue to pay for current studies of MultiChoice bursary funded employees.
