Vodafone outsources customer support to Egypt, South Africa
BERKSHIRE, UNITED KINGDOM — Telecommunications company Vodafone UK is outsourcing some of its customer care operations to Egypt and South Africa starting November 1, 2023.
According to an internal statement, the firm told the affected employees that the decision was made to ensure simplicity and improve cost efficiency across Vodafone’s operations.
Some mobile and home broadband tech support work will transfer to Vodafone’s internal services division, Vodafone Intelligent Solutions (_VOIS), in Egypt. Meanwhile, consumer care operations will move to Webhelp in South Africa, an existing Vodafone UK partner.
The move will affect around 3% of its UK-based consumer frontline teams. However, the firm assured affected employees that they would be offered redundancy or opportunities to apply for other roles within Vodafone.
Despite the outsourcing, Vodafone maintains it will keep a strong customer support presence in the UK. Its specialist care team remains in the country and is still actively recruiting.
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