Vodafone New Zealand expands Auckland contact centre following Egypt crisis
Posted on 1-Feb-2011 11:02.
Filed under: News
Vodafone New Zealand has increased its New Zealand contact centre capacity in the wake of the political unrest in Egypt, which has forced one of its contact centres to temporarily close.
The Vodafone Egypt contact centre is one of Vodafone New Zealand’s four contact centres and handles customer service calls relating to consumer on-account and prepay mobile customers.
Vodafone New Zealand Director of Service Kelly Moore says the company’s first concern has been for its people’s wellbeing in Egypt.
“We fully support the Vodafone Egypt management decision to ask their people to stay at home for the time being. We are in close contact with the two Vodafone New Zealand team members who are working in Cairo. We are pleased to report as of this morning they have both been evacuated from the country and are safe with their families.”
Ms Moore says the company has been doing everything it can to restore a normal service to its New Zealand customers by activating its continuity plan.
“We have been working as fast as we can to increase the number of personnel at our Auckland contact centres to cover for the disruption to our service in Egypt. It really has been a matter of all hands to the pump with support coming from staff across the business and suppliers to provide the people and equipment required to scale up the resources in our Auckland contact centres,” says Ms Moore.
A number of Vodafone staff responded to a company-wide text message calling for support to man the newly expanded Auckland contact centre, with many receiving refresher training over the weekend to ensure they are up to speed with the latest services.
“We are currently aware of 31 Vodafone New Zealand customers roaming in Egypt and have been contacting them to check they are safe and to give them contact details for local support services at the NZ Embassy and MFAT in Wellington. All of their roaming charges have also been waived.
“We are monitoring the situation on a regular basis but at this time cannot predict how long the Egypt call centre will be out of action.
“Our hearts and minds are with the families and friends of those who are affected by the situation in Egypt and we hope for peace to be restored as fast as possible,” adds Ms Moore.