DIGICEL has overhauled its Customer and Corporate Call Centre operations in Trinidad and Tobago, leading to the retrenchment of several agents in the country.
According to a retrenchment notice obtained by Express Business on January 15, Digicel stated that it had been reviewing its Customer and Corporate Call Centre operations in Trinidad and Tobago over the past year.
“Coming out of this exercise, Digicel Group took the decision to reorganise its Customer & Corporate Call Centre operations in Trinidad and Tobago, specifically Voice Support – Digicel Business, Mobile & Digicel+, Digital Support – Digicel+, Digital Support – Mobile, Island Support – Digicel+ and Island Support – Mobile will no longer be undertaken in Trinidad and Tobago,” it stated.
“Consequent upon the restructuring and given your position as a Corporate Care Agent, you will become surplus to the requirement of Digicel Trinidad and Tobago Ltd. The criteria used in selecting you for separation is based on the fact that your present role as a Corporate Care Agent will no longer be needed with the full implementation of the new call centre operations,” it stated.
As such, Digicel stated that retrenchment would take place on March 2.
“Please note that this measure is in no way a result of your performance nor misconduct. However, the company was unable to offer alternative employment,” it stated.
Express Business forwarded a copy of the letter to Digicel for confirmation of the situation.
“We work diligently to ensure the customer service we provide is the very best and that our operations are optimised to deliver success,” Digicel stated.
“In January, we merged our consumer and corporate customer care functions, with the majority of our English-speaking markets now being served out of our Customer Care Centres of Excellence in Jamaica and St Lucia. This resulted in a small number of agents in Trinidad leaving the business last week at the end of the 45-day consultation period, which commenced in January,” it stated.
Digicel said it would like to express its sincere gratitude to those retrenched individuals.
“We appreciate their hard work and dedication to Digicel and to our customers and wish them well as they move on to share their talents with their future employers,” it stated.
Decentralisation plan
Last month Trinidad and Tobago was also identified as one of seven countries where the Digicel Group has confirmed that jobs will be made redundant as part of a decentralisation plan aimed at remaining “relevant and competitive”.
In a statement, Digicel said the decentralisation plan would impact some roles at group level in a number of markets including Jamaica, St Lucia, Cayman, El Salvador, Haiti and the United States.
Digicel stated it had started a consultation period with staff.
“As such, with our sights firmly set on driving superior value creation and putting our markets in the driving seat, we’ve spent the last number of months carefully reviewing our organisation to structure and re-design our business to be fit for growth,” it stated.
Digicel said the decentralisation plan would impact some roles at group level in a number of markets including Jamaica, St Lucia, Cayman, El Salvador, Haiti and the United States.
“This decentralisation impacts some roles at the Group level albeit they are based across a number of markets with only five Group roles based in Trinidad & Tobago in scope. The consultation period began last week and will run for between 30 and 45 days. For Trinidad & Tobago specifically, the period is 45 days,” it stated.
“As always, we are committed to assisting our people through this period and to ensuring they are treated with the utmost dignity and respect through the process. Likewise, we will of course honour our commitments to them in line with local labour laws and practices. We would also like to take the opportunity to say thank you most sincerely to those that may leave the business for sharing their talent, hard work and dedication with us.” Digicel stated.
Digicel said the decentralisation process will be handled carefully.
“Our people are at the heart of our growth strategy and, while we have to take the difficult decisions at times to continue to streamline our organisation, we continue to do so with care consistent with our DIGI values of Diversity, Integrity, Growth and Innovation,” it stated.
The Digicel Group says that only five roles based in Trinidad and Tobago will be impacted by the decentralisation plan, which aims to keep the company “relevant and competitive”.
In an e-mail responding to questions from the Express, Digicel confirmed that the consultation period for staff began last week and is expected to last 45 days.
Digcel did not confirm if this retrenchment of the call centre agents was separate from the decentralisation plan being undertaken by the Digicel Group.
New CEO
On February 21 Netherlands-born Pieter Verkade has been appointed as the Chief Executive Officer of Digicel (Trinidad and Tobago) Ltd.
Verkade replaces Abraham Smith, who resigned in February after serving as CEO since October 2020.
“Verkade brings a wealth of international telecommunications experience and a proven track record of driving growth and innovation to the company,” a release from Digicel has stated.
“Verkade, also known as “P+” due to his positive approach to management, is a seasoned executive with over 27 years of experience in the telecommunications industry, including 24 years in key leadership roles such as CFO, CMO, CCO, and CEO. He has worked and lived in 14 countries across Europe and Africa, where he has consistently delivered exceptional results in highly competitive markets,” it stated.
Prior to joining Digicel (Trinidad and Tobago), Verkade served as General Manager of Digicel’s Aruba, Bonaire, Curacao (ABC) operations. His extensive experience in the telecommunications industry includes senior leadership roles in major players like Orange Group London and the Netherlands, Telenor Mobile, KPN Belgium and AT&T. He has also held pivotal roles at MTN Group, including Group Chief Commercial Officer, where he spearheaded the digital transformation of the company, resulting in significant growth in financial services.
“We are thrilled to welcome Pieter Verkade to Digicel Trinidad and Tobago,” said Marcelo Cataldo, Digicel Group CEO. “His skill in driving innovation, coupled with his deep understanding of the telecommunications landscape, makes him the ideal leader to guide Digicel Trinidad and Tobago into its next phase of growth. We are confident that his strategic vision and customer-centric approach will bring tremendous value as we continue to connect and empower our customers and stakeholders.”
Verkade’s expertise spans a wide range of areas, including brand management, marketing, sales, digital services, and financial management. He has a strong focus on building successful teams and fostering a culture of innovation.
“I am excited to join Digicel Trinidad and Tobago and contribute to its continued success,” said Pieter Verkade. “I look forward to working with the talented team at Digicel to deliver exceptional services and innovative solutions to our customers. Trinidad and Tobago is a dynamic market, and I am eager to leverage my experience to drive growth and enhance our service to customers.”
Verkade holds a BSc in Business Economics and Marketing. Outside of work, he is a passionate sailor and enjoys tennis, reading, and music. Born in the Netherlands, he comes to Trinidad and Tobago from County Cork, Ireland, where he lived with his wife and two daughters.
