The future of Telecom's Contact Centres
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Posted Wed 4 February 2009 @ 9:14 p.m. by Megan Lacy
I was pleasantly surprised this morning, when I first heard Telecom's media release that they were going to retain their Hamilton 123 Contact Centre, it was wonderful news and it’s great to see that Telecom has taken customer feedback on board about the level of customer service received when being answered offshore.
The 123 Contact Centres are set up for residential customers and ‘we’ should never have to have the added frustration of having to speak to foreign staff, when we are wanting to receive that ‘kiwi service’ we all expect from our contact centres in NZ. It’s just a kiwi thing.
I am relieved for those staff who can now be assured roles in the coming years and on the flip side I feel for the staff who now have an unsettled 18 months ahead of them. This type of trial was long and frustrating for staff and I never wish that process on anyone.
But with every good news item, there is bad, and in the middle of the announcement, I heard and was subsequently sadden by the loss of 250 positions in six of its contact centre operations. These seats are going to Manila and I guess why they wouldn’t, it’s all set up, they can get the staff there and as the months and years go by, training, knowledge and experience will count for a lot. It's a done deal.
It doesn’t mean I agree with it. I still believe there are enough willing and intelligent people in New Zealand that can be up skilled and be able to work the hours required for Telecom to ensuring customer service levels are maintained. People in New Zealnd need jobs in these ecomonic times as well.
Telecom talk about ‘striking a strong balance between offshore and NZ call centre positions that will deliver great customer service and achieve the cost savings necessary at a time of challenging economic conditions’.
I hope they have got the right mix for the future and that they manage the structure change well and take care of the staff affected. And my biggest wish for them is to continue to listen to customer feedback as it's not all about the costs in businesses.
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