Airtel Kenya, known for its large customer base and impressive marketing campaigns, hides a dark reality behind its operations.
Employees working at the Airtel Call Centre, managed by Altruist Communications, are enduring harsh working conditions that have left many of them feeling exploited, underpaid, and disrespected.
Despite working long hours to meet the company’s expectations, they are not compensated fairly for their efforts, and their mental well-being is being seriously affected by the toxic work culture.
Insiders from the Call Centre, speaking out anonymously, have revealed the grim conditions that workers face daily.
Many employees earn meager salaries, barely enough to cover their basic needs.
The typical salary ranges from Ksh. 17,000 to Ksh. 18,000 for full 9-hour shifts, with no additional compensation for the overtime that is expected of them.
These workers go above and beyond in their roles, often working well past their regular hours, but the company offers no reward for their efforts.
The problem does not stop at poor pay. Overtime is a constant, but it is unpaid, leaving workers exhausted without any financial compensation for the additional hours they put in.
The situation is made worse when employees request time off.
Leave days are frequently cancelled without clear explanation, and in many cases, workers are not allowed to take the leave they are entitled to.
In some instances, leave days expire without any compensation, meaning employees are left with no rest, further increasing their stress levels.
The working environment is another major issue.
During daily briefing meetings, employees are subjected to verbal abuse and humiliation.
It has become common for workers to be shouted at or scolded by their supervisors, creating a toxic atmosphere that chips away at their morale.
This culture of fear and intimidation is not only damaging to the well-being of the employees but also impacts their productivity and job satisfaction.
It is no surprise, then, that turnover rates are high, as many workers quit after enduring months of mistreatment.
Additionally, employees are expected to work longer than their scheduled hours, but the time spent in meetings is not even considered part of their official workday.
Despite working for 9 hours, employees are only compensated for 8 hours of logged time.
The mandatory 30-minute briefing sessions are not included in the 8-hour workday, effectively reducing their earnings even further.
Another disturbing revelation is the alleged practice of bribery in the hiring process.
New employees are reportedly required to pay bribes to secure a job, only to face the same harsh treatment once they are hired.
This practice ensures a constant cycle of exploitation, as new workers are brought in, subjected to poor working conditions, and then replaced by the next batch.
Airtel’s Call Centre under Altruist Communications is a place where exploitation thrives.
Workers are underpaid, overworked, and disrespected, and this has led to high turnover rates and a demoralized workforce.
The company’s leadership, whether intentional or not, has allowed a toxic culture to develop, with little regard for the well-being of its employees.
If Airtel is serious about improving its customer service, it must start by addressing the issues faced by its workers. It’s time for the public to know what is really happening behind the scenes, and for change to be made.
