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Zambia: Zamtel empowers former workers with call center

Zamtel officially transfers its Call Centre operations to a company owned and managed by its former employees.

Zamtel has officially transferred to Client Care Solutions Zambia Limited, its Call Centre operations. Client Care Solutions Zambia Limited is a company owned and managed by Zamtel's former employees.

This innovative approach will see former employees run the entire Call Centre operations in a move aimed at empowering local entrepreneurs.

Zambia's Vice President Inonge Wina officiated the handover ceremony and commended Zamtel Board and Management for the bold move to empower young entrepreneurs. According to her, the handover of the Center is a demonstration of government’s desire to support the growth of local micro, small and medium enterprises.

Zambia's Vice President Inonge Wina. Image Source: CGTN Africa

She expressed happiness with the launch of the new call center company to be managed and operated by young Zambian entrepreneurs, who are former Zamtel employees.

Mrs. Wina said Government celebrates the young entrepreneurs for choosing to embrace the call by Government to grow themselves and others through entrepreneurship.

Furthermore, the Vice President urged other business entities in Zambia to emulate Zamtel and support Clients Care Solutions.

Sydney Mupeta, Zamtel Chief Executive Officer, said the decision by Zamtel to outsource a call center will enhance service delivery to Zamtel customers.

According to him, the development will further help in empowering the youths. He added that the company has empowered its employees to participate in the management of customer services as entrepreneurs. He said Zamtel thought it wise to empower Zambians as a way of contributing towards the growth of local entrepreneurship.

Malcolm Chabala, Clients Care Solutions Board Chairperson, said the outsourcing of a Zambian company will not only empower youths but also play a key role in job creation. He said the company currently has 180 employees and plans to increase the number to 320 as the company expands.

Zambia in focus:

Population: 17.8 million (2019)

GDP: $23.3 billion (2019)

GDP Per Capita: $1305 (2019)