MultiChoice Africa, a
multinational video entertainment company, has announced plans to restructure
its customer service model, leading to the possible loss of over 2,000 jobs.
The restructuring would create
new opportunities for “multi-skilled employees with the expertise, skills and
technological prowess to enhance the customer experience,” Calvo Mawela,
MultiChoice group chief executive, said in a statement on Friday.
Mawela said the company would
enter into a “consultation process with 2,194 of its employees within customer
care (call centre) and the walk-in centres as part of the strategic realignment
of its customer service delivery model”.
“The realignment is a response to
the changing behaviour of customers, who are increasingly moving away from
traditional voice calls and visits to walk-in centres and adopting new
self-service and digital technologies to engage with the company,” Mawela said.
“The video entertainment sector
is seeing a rapid evolution with a growing number of players that have entered
the industry. We have worked hard to minimise the impact of the business
realignment on our people– those directly impacted by the process and their
colleagues in the rest of the business.
“This has not been an easy
decision to make but, in a business driven by advancing technologies, we must
continue to drive efficiencies yet be agile enough to adapt to evolving
customer needs to ensure that we remain relevant, competitive and sustainable.
“We must act decisively to align
to the change in customer behaviour and competition from (over-the-top, or OTT)
services (like Netflix) because if we don’t reposition now, we run the risk of
being completely misaligned and we put everyone’s jobs at risk.”
In a statement on its website,
the company said it has over 2,750 individuals working in 14 countries.
In Nigeria, MultiChoice operates
DSTV and GoTV, both pay-TV services, with over 1,000 directly employed by the
media conglomerate and thousands more indirectly.
It is not clear if the job cut
will affect MultiChoice staff in Nigeria, but the statement said consultation
process with affected employees will take place over 60 days.
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