In a strategic decision, Mobilink has outsourced its contact centers in Islamabad and Karachi to Ibex Global, a wholly owned subsidiary of ‘The Resource Group’ (TRG) International and Mindbridge. The deal will see Ibex Global retain Mobilink’s current contact center staff on similar financial remunerations, and Mobilink has ensured that there will be no loss of jobs.
The move follows an industry-wide practice to outsource portions of customer care services for better operational efficiency and improved customer experiences.
Speaking about this decision, Aamir Ibrahim, CCO – Mobilink, stated, “We are confident that this strategic alliance with Ibex Global and TRG will enhance the customer experience and also accelerate the career progression for many of our current employees.”
Nauman Fakhar, Head of Call Centers said, “This strategic decision has been made while ensuring the employee welfare. This outsourcing has been an unprecedented exercise where we have made sure that the interests of all our employees are safeguarded. I am confident that our outsourced employees will greatly benefit from this transaction and will have fulfilling careers at our outsource partners while our customers will get the highest quality of customer experience that they associate with Mobilink.”
“We are very excited about our partnership with Mobilink”, said Nadeem Elahi, CEO of IBEX Global Pakistan. “IBEX is not only amongst Pakistan’s largest exporter of IT-enabled services but a leader in providing Business Process Outsourcing Solutions to renowned brands across the globe. With Mobilink, IBEX is proud to work with 4 out of the 5 mobile telecom operators in the country which is a testament to our industry experience and service quality.”
In a similar move last year, Mobilink outsourced a small portion of its call center staff to the internationally acclaimed Business Service Providers as a pilot. After carefully analyzing the benefits of that move, for customers and the employees, Mobilink then decided to fully outsource its Karachi and Islamabad based contact centers.
As Mobilink places the welfare of its employees at the core of its business strategy, the Telco has ensured that the entire outsourcing process is transparent, and all the employees are informed of the transition beforehand. The move will help the outsourced employees in developing their skillsets, as they will be exposed to new challenges and opportunities to further their careers in a dynamic and global business environment.