Digicel’s Restructuring: Call Centre Agent Retrenchments and Leadership Changes

Digicel has restructured its Customer and Corporate Call Centre in Trinidad and Tobago, resulting in the retrenchment of several agents. The company has merged operations and is implementing a decentralisation strategy for competitive advantage. Pieter Verkade has been appointed as the new CEO, bringing extensive telecommunications experience to the role as the company seeks to enhance its service delivery.

Digicel has recently restructured its Customer and Corporate Call Centre operations in Trinidad and Tobago, resulting in the retrenchment of several agents. The review of operations took place over the past year, leading to the decision that certain services will no longer be performed in Trinidad and Tobago. The company specified that these services include Voice Support and Digital Support for multiple products.

The retrenchment, set for March 2, has been attributed to the reorganization of jobs, with Digicel clarifying that employees affected were chosen due to their current useless role in the new structure. The company emphasized that this decision is not a reflection of individual performance, but rather a necessary part of the operational overhaul. Express Business sought confirmation from Digicel regarding these events.

In light of the changes, Digicel has merged its consumer and corporate customer care operations to optimize service across its English-speaking markets, primarily focusing operations in Jamaica and St. Lucia. This restructuring resulted in a recent reduction of agents in Trinidad as part of a 45-day consultation process initiated in January.

Digicel expressed gratitude for the hard work of those impacted by the retrenchment and wishes them success in their future endeavors. Additionally, the company has initiated a decentralisation plan that affects jobs in Trinidad and Tobago among other nations, aimed at enhancing competitiveness across various markets.

The corporation confirmed that the restructuring includes a staff consultation phase lasting 30 to 45 days, with the utmost respect towards affected employees during this transition. Digicel also reiterated its commitment to supporting its workforce as these changes unfold, emphasizing shared values of respect and dignity.

In a separate announcement, Pieter Verkade has been appointed as the new Chief Executive Officer of Digicel (Trinidad and Tobago), succeeding Abraham Smith. Verkade brings with him extensive experience from across the telecommunications sector and is expected to guide the company towards enhanced growth and innovation.

Verkade has a distinguished background in telecommunications management and expressed enthusiasm about joining Digicel. He aims to leverage his expertise to improve services in Trinidad and Tobago, overseeing a team dedicated to delivering innovative solutions and exceptional customer service.

In conclusion, Digicel’s restructuring of its call center operations in Trinidad and Tobago has led to the retrenchment of several agents, aiming to optimize service delivery through decentralization and operational efficiencies. The appointment of Pieter Verkade as CEO signifies a new direction for the company, focusing on growth and improved customer service. Despite the challenges posed by the retrenchments, Digicel intends to support its employees and maintain high operational standards.

Original Source: trinidadexpress.com