Vodafone Ghana has officially taken full control of its call centre at high street in Accra after terminating its contract
with Teletech Ghana Limited early this month.
Vodafone Ghana in 2010 outsourced the call centre to Teletech, a South African company.
This was to allow Vodafone concentrate on growing its customer base, improve its services and to cut down on cost amongst
others but the contract was terminated on 1st November 2014.
Speaking to Citi Business News at the launch of a new Customer Experience Centre at the Accra high street office, Chief
Executive Officer of Vodafone Ghana Haris Broumidis said the new customer experience centre being the first of its kind in
Ghana puts Vodafone Ghana ahead of competition.
“Today we have full control of the customer experience centre. We are responsible for hiring, training and compensating
the people at the call centre and also we are responsible for creating the right culture of dealing or servicing the
customer. So if we are able to develop this culture this will differentiate us eventually from competition because this
centre will allow us to deliver a better experience.”
When asked why Vodafone Ghana terminated its contract with Teletech, a South African company Haris Broumidis told Citi
Business News that though it is good to outsource, Vodafone took a business decision ‘to have full control of the call
centre and our arrangement with the company made it difficult for Vodafone to do anything when something went wrong”.
While admitting that Teletech was a partner for years he insisted that terminating their contract with them was a mutual
agreement which did not hurt either parties.
“There is nothing wrong with outsourcing and TeleTech was a partner for years and there is no problem. As I said we wanted
to take full control and also have the BCP. We did not have a BCP action with Teletech so if something goes wrong, there
is nothing we could do because we did not have a contingency plan.”
By: Norvan Acquah-Hayford/citifmonline.com/Ghana