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Topic # 30774 20-Feb-2009 17:16 Send private message

Vodafone NZ and Salmat SalesForce explore partnership

Vodafone New Zealand and global experts Salmat SalesForce have begun exploring a partnership that could see changes to the way customer services are delivered to Vodafone customers.

A heads of agreement between the two companies marks the beginning of a due diligence and consultation process that may see Vodafone’s customer care teams being outsourced to this existing partner, operating in Auckland.

If the decision is made to outsource these services the agreement includes the opportunity for the majority of Vodafone staff to become employees of Salmat SalesForce .

Vodafone’s Acting Director of Customer Care, Antony Welton, says that the company is sensitive to the current economic climate and is working to ensure as many people as possible are transferred.

“While we believe Vodafone and its customers can benefit hugely from working with a world-class partner, we want to do right by our people as well. We have selected a potential partner with a New Zealand operation and if we do go down this route, we will make sure the majority of our people have jobs with this partner,” he says.

Exploring this opportunity is one way in which the business is addressing current challenges in the area of customer service.

“Vodafone has passionate customer care people who want to do the best for our customers. What we need to do is make sure they have world-class tools, technology and processes so that they can consistently deliver great customer experiences.”

“We recognise great service is now more important than ever. Vodafone is a challenger in the market place and has extended beyond mobile to provide the full telecommunications service. We need to make sure that as competition increases we are better placed than ever to provide what our customers want in the areas of value, service and simplicity,” he says.

Salmat SalesForce is a world-class organisation which works with companies in New Zealand and Australia including Jetstar, Medibank, Origin Energy, HP, ANZ and Mobil. Their best in class technology and processes are currently applied across 15 locations and are a recognised employer of choice with a highly engaged team of over 5000 people.

Ends


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Vodafone External Communications Manager






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Reply # 196972 20-Feb-2009 17:26 Send private message

At last it seems Vodafone is doing something to fix their appaling customer services.






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  Reply # 196976 20-Feb-2009 17:33 Send private message

Seems to be a lot of movement with two new 3G networks about to launch, this announcement and speed-up of roll-out on 900.

Its a sad day in some ways as I know CS staff that used to work there and back then Customer Service where the heart and sole of Vodafone.

I would say more bad management than people.




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  Reply # 196980 20-Feb-2009 17:42 Send private message

I beg to differ.. I hve worked in vf customer care for a few years and moved on to diff departments in vf and know we already have salesforce csr's working and taking our calls. 

customers that call in now majority of the calls are being answerd by egypt and salesforce, the little bit of VF staff that are still employeed by vodafone are sitting in the background cleaning up the big mess's that these csr's cause, by not providing the correct information, by telling customers the wrong info and just not caring about what the customer needs. or even just hanging up on the customer because they can't use the self service option??

Do you really think that the New Zealand Vodafone Staff that are employed would not look after our customers? our first priority is to provide a wow experience? And how can we do this when we are cleaning up other peoples customer escalations and customer upsets that our outsourced partners are causing??





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  Reply # 197015 20-Feb-2009 20:02 Send private message

kasidis:

Do you really think that the New Zealand Vodafone Staff that are employed would not look after our customers? our first priority is to provide a wow experience? And how can we do this when we are cleaning up other peoples customer escalations and customer upsets that our outsourced partners are causing??



hmm I can see your point and I agree in some ways. Teletech for example have lost a number of contracts with their major clients due to that very reason.




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  Reply # 199765 7-Mar-2009 14:21 Send private message


Has Andrea Midgen (Director of CC) left Vodafone now?
I just clicked as the article above said "Vodafone’s Acting Director of Customer Care, Antony Welton"


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  Reply # 199799 7-Mar-2009 20:03 Send private message

zincj:
Has Andrea Midgen (Director of CC) left Vodafone now?
I just clicked as the article above said "Vodafone’s Acting Director of Customer Care, Antony Welton"



She went months back, last year. They have had interim people since then...maybe because of this exact announcement.

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  Reply # 199809 7-Mar-2009 20:51 Send private message

freitasm: At last it seems Vodafone is doing something to fix their appaling customer services.


I have usually had great service from those few reps that remain in the company locally.
As for their overseas centre, well, I won't even start!

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Reply # 199823 7-Mar-2009 22:13 Send private message

freitasm: At last it seems Vodafone is doing something to fix their appaling customer services.


I would not say that HP's call centre better than VF's, as for Mobil I hope their call centre is different for staff and customers. As their staff based support makes the current VF customer support look like a world leader in great customer service.

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