Theweek ending on Saturday April 21st 2012AD has been one busy week forTelecom Providers indeed! Between the voluntary separation of about one hundredand twenty (120) workers from Telecom Provider Digicel, Digicel’s new Anywhere Plan and LIME’sNew Data Packages, the news coming from the Telecoms world has been quiteoverwhelming.
It’salso a herald of more depressing news since news first broke that they’relosing money from Voice Services. So I’ll focus on the Voluntary Separations,which I know about personally, as the place I was working at previously up toApril 1st 2012AD is set to be the beneficiary of this cost cuttingmeasure: FullGram Solutions Limited .This as Telecom Provider braces for a worsening Global Recession, whose windsare sweeping across Jamaica!!!
TelecomProvider Digicel plans to outsourcethe Prepaid Account to FullGram SolutionsLimited, the Call Center whose existence came to the fore with the adventof CLARO Jamaica. The company was started in 2008AD by Karl Graham and DavidFullwood and as such the name “FullGram” is a concatenation of their lastnames. They are of significance as Digicel in acquiring CLARO Jamaica; theyalso acquired the CLARO Account, which happened to be run by FullGram Solutions Limited.
Ratherthan to waste this low-cost resource of CSA (Customer Service Agent), TelecomProvider Digicel then proceeded to convert the CLARO Account to a DigicelPrepaid Account and continue the relationship with FullGram Solutions Limited. Thus realized that outsourcing their CallCenter was Cheaper than running one themselves, which they had been doing since2001AD
Thisone hundred and twenty (120) people to be offered Voluntary Redundancy is thesame one hundred and twenty (120)CSA’s I kept hearing that FullGram Solutions Limited required butapparently had no terminals i.e. computers with headsets and Avaya VoIP . Iknow all this as I was employed as a CSA (Customer Service Agent) working onthe Prepaid Digicel Account at FullGram Solutions Limited.
Thisthanks to a lucky break thanks to a tip-off from a friend of mine named SophiaTucker, a CSA who had been separated from the Amazon.com Account at ACS-XeroxLimited located in Naggo Head, Portmore. As such, I became privy to a lot ofinformation relating to Telecom Provider Digicel,which I still have documented to this day.
Forthe record, I am no longer working at FullGramSolutions Limited, having found another job as an Electrical ProcessEngineer working with ABS Limited (Automated Business Solutions) a contractorworking as the contractor of choice for Honeywell to maintain their TPS (TotalPlant Solution) for our client ALCOA (Aluminum company of America) and its mainplant in Jamaica, JAMALCO.
Thevoluntary separation of one hundred and twenty (120) workers from TelecomProvider Digicel as stated in thearticle “Digicelexpects to shed 120 jobs”, published Saturday April 14, 2012, The Jamaica Gleaner is simpleenough: they’re losing money from Prepaid Voice Services as the uptake for Dataservices has not been as rapid as Telecom Provider Digicel or even any of the TelecomProviders had expected.
Nowthis one hundred and twenty (120) workers is not from Engineering or Marketingbut Customer Care and represents a little fewer than 10% of Telecom Provider Digicel’s one thousand one hundred andseventy (1,170) employees complement.
Rather,it’s mainly from the DigicelCustomer Care Department located in the RKA Building. Hence the words of Headof Digicel Group PR (PublicRelations) Antonia Graham, quote: “As this is a voluntary separationprogramme, it is not possible to predict what volume of applications we willget. That said, based on our experience of offering a voluntary separationprogramme in 2009, we would expect around 10 per cent of our employees toapply”.
Headof Digicel Group PR (PublicRelations) Antonia Graham has more to say on employees [read Digicel CSA’s] having to be forced toresign, quote: “Upon reviewing all applications, we will be in a position tobetter assess if any further action is required. Obviously we can’t predict thefuture but we do believe that this offer of the voluntary separation programmewill result in us having the right people with the right skills in the rightjobs and so being able to meet the opportunities and challenges ahead”.
Butone thing is for sure; my friend at FullGramSolutions Limited will be kept busy for the foreseeable future as TelecomProvider Digicel becomes moreefficient by going to its new solar powered mansion by the Ocean and vacatesthe RKS Building. But who will be the new Joint Tenants in the soon-to-bevacated RKA Building in New Kingston?
Onlytime and an official Press Release from Telecom Provider Digicel can confirm this, which Ishall be surely be on the lookout for in the future as Head of Digicel Group PR (Public Relations)Antonia Graham intones.
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