Digicel has restructured its call centre operations in Trinidad and Tobago, resulting in the retrenchment of several agents effective March 2. This decision was part of a broader initiative to optimise customer service operations by consolidating roles into centers in Jamaica and St Lucia. Additionally, the company has initiated a decentralisation plan impacting its operations across several markets and has appointed Pieter Verkade as the new CEO of Digicel Trinidad and Tobago.
Digicel has undertaken significant changes to its Customer and Corporate Call Centre operations in Trinidad and Tobago, resulting in the unfortunate retrenchment of several agents. A retrenchment notice revealed that a thorough review of these operations had been conducted over the past year, prompting the decision to reorganise the functions of Voice and Digital Support in the region.
The company announced that starting from March 2, agents, particularly Corporate Care Agents, would be considered surplus as their roles will no longer be needed under the new operational model. The notice clarified that the retrenchment was not due to individual performance but rather a restructuring necessity, and alternative employment could not be provided.
Express Business sought confirmation from Digicel regarding the situation, and the company expressed its commitment to providing high-quality customer service while optimizing operational efficiencies. Digicel indicated that customer care roles were being consolidated into Customer Care Centres of Excellence located in Jamaica and St. Lucia, affecting Trinidad’s agent workforce.
Digicel publicly acknowledged the contributions of the employees affected by the retrenchment, expressing gratitude for their dedication to the company and best wishes for their future endeavors. Additionally, the company has initiated a decentralization plan across various countries, including Trinidad and Tobago, intended to enhance relevance and competitiveness.
This decentralization initiative will impact some positions at the group level, with consultations for affected staff anticipated to last 30 to 45 days. Digicel emphasized its pledge to treat all personnel with dignity during this challenging period and uphold compliance with local labor laws.
On another note, as of February 21, Pieter Verkade has assumed the role of Chief Executive Officer of Digicel Trinidad and Tobago, succeeding Abraham Smith. Verkade, who has extensive international experience in telecommunications, articulates his excitement about leading the company towards growth and innovation.
In summary, the restructuring of Digicel’s call centre operations in Trinidad and Tobago has led to the retrenchment of several agents, as a part of an organisational overhaul aimed at enhancing operational efficiency. The decentralisation initiative will also affect staff roles at the group level, while a new CEO has been appointed to guide the company through its transition. Digicel remains committed to treating its employees with respect during this difficult time.
Original Source: trinidadexpress.com
