018 under fire again
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Posted Thu 9 July 2009 @ 12:46 p.m. by Megan Lacy
I watched the Campbell Live segment on Monday night about the number of complaints 018 is receiving about its service. Sadly the problem once again for Kiwis is that the entire operations of 018 are currently being transferred to Manila. If you missed it, click here to read more or view the video.
It’s the same old, same old - the offshore contact centre staff struggle with our accents and in return we struggle to understand them which causes frustration, which is not a recipe for success.
The report from Campbell Live: Yellow says it is teaching Manila operators local knowledge and that it is providing "a tailored training programme, including Maori pronunciation, Kiwi accents and colloquialisms and familiarity with New Zealand businesses and geography".
Thank goodness for that, at least it is a start in the right direction and it must be an ongoing process, but you can’t beat Kiwis answering the calls in New Zealand and keeping someone employed here.
I have always found it hard to swallow the line from the bean counters from the businesses going offshore that it’s cost effective to send this work offshore. Yes, we all know that, but we are taking jobs away from New Zealanders and the service provided is less than acceptable to the customer, which I always believe are the people that any business should listen to.
Is this example of it’s the only company with this service so customers just have to suck it up? Yellow say there is a decline in the volumes and revenue. Well this is one way to reduce volumes and revenue again, or perhaps this is their way of saying… let’s send it offshore to die quietly?
Either way, New Zealanders lose jobs and in return receive a lesser quality of service. It just doesn't add up to me.
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