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.
Vodafone External Communications Manager