Mobilink Outsources Its Contact Centers to Ibex Globaland Mindbridge
Islamabad – 24thJune, 2016: 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, andMobilink 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.”NaumanFakhar, 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.
Mobilink is Pakistan’s leading provider of voice and data services, bringing more people together through service excellence and product innovation. With more than 38 million subscribers, Mobilink maintains market leadership through cutting-edge, integrated technology, the strongest brands and the largest portfolio of value added services in the industry, a broadband carrier division providing next generation internet technology as well as the country’s largest network with over 9,000 cell sites making everyday a better day for its customers.
About IBEX Global Pakistan:
Delivering superior customer services for over 12 years, IBEX Global is a business process outsourcer offering an integrated suite of services that supports an expansive array of customer facing solutions. Headquartered in Washington, DC, USA. IBEX Global delivers onshore, near shore and offshore solutions in 5 countries, across 18 call centers employing over 15,000+ customer service professionals. IBEX Global is listed on the London Stock Exchange (AIMS) and is a subsidiary of the The Resource Group (TRG).