Sky outsourcing services

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quickymart

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#3056142 29-Mar-2023 11:14

Looks like it's all go: https://www.nzherald.co.nz/business/sky-tv-axes-170-local-staff-as-roles-sent-offshore-says-move-will-improve-support/HCF5KBMVQBBSBJZSHPZSZA5W6M/

hsvhel

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#3056146 29-Mar-2023 11:19

Can see how well the support is going to be already

If the first question was like VF "How is the weather today Mr xxxx"

F to the K that!

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nzkc

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#3056158 29-Mar-2023 11:34

quickymart:

Looks like it's all go: https://www.nzherald.co.nz/business/sky-tv-axes-170-local-staff-as-roles-sent-offshore-says-move-will-improve-support/HCF5KBMVQBBSBJZSHPZSZA5W6M/

"says move will improve support"

Will it really though?

tdgeek

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#3056165 29-Mar-2023 11:47

nzkc:

"says move will improve support"

Will it really though?

If the voice IVR and the online support tool diverts well, it could do.

quickymart

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#3056168 29-Mar-2023 11:55

I highly doubt it, unless they're totally skilled in navigating Kiwi lingo/colloquialisms, it doesn't look likely.

https://www.1news.co.nz/2021/02/25/our-service-hasnt-been-good-enough-vodafone-boss-touts-big-changes-call-centres-coming-back-to-nz/

This sets a pretty poor precedent for what could be coming up:

He [Jason Paris] offered an example of if someone was moving house and needed to call Vodafone about getting a service connected to a granny flat associated with the house “the line would just go quiet” at the other end.

tdgeek

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#3056171 29-Mar-2023 11:57

That what Im referring to, if the easy calls to elsewhere and the complex calls stay in NZ that's fine. That was Sky's statement

antoniosk

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#3056183 29-Mar-2023 12:35

TBH the current support from the teams is pretty average.

Im left with the impression sky is like a poorly run tier 3 ISP; not enough money to really spend time fixing things, focus on useless metrics like average call length and resolution times (which just prompts the staff to get rid of callers than solve things), no focus or supporting budget and tools on customer retention, a VERY big chip on the shoulder living off perceived past glory, which comes through as a combative FY when you talk to call centre.

There is a difference in attitude between a hungry org and one desperate for cash, and no amount of self-soothing ("its just noise and a few disgruntled people") in the exec suite will hide that they are just not a customer focused org.

If they had real competition and couldnt rely on the monopoly of sports.... well i wonder. They probably wouldnt be in NZ as its not valuable enough for them to care.

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wellygary

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#3056194 29-Mar-2023 13:29

tdgeek:

That what Im referring to, if the easy calls to elsewhere and the complex calls stay in NZ that's fine. That was Sky's statement

But you have to triage the calls first and this gets done in the offshore site,

Which I suspect has a financial incentive to attempt to resolve the call in house and may require a number of escalation steps before it is transferred back to NZ...

In the meantime the customer is still faced with the standard complaint of having to explain their problem to every new person they are transferred to along the chain,

quickymart

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#3056238 29-Mar-2023 15:52

wellygary:

In the meantime the customer is still faced with the standard complaint of having to explain their problem to every new person they are transferred to along the chain,

Sounds just like Vodafone! 😄

networkn

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#3056260 29-Mar-2023 17:28

Really pretty pointless surmising prior to the move happening. Might suck, might not. Nothing you can do about it, the decision has been made and is going ahead.

It's entirely possible with good training and proper escalation paths, it may turn out OK. HPI offshored support from Australia to India. Was absolutely terrible for 6 months, but now it's actually pretty good.

It does fairly amaze me the number of people who aren't even customers or not intending to become customers, who just seem to be here to stick the boot in.

Handle9

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#3056262 29-Mar-2023 17:34

It’s reducing their cost by $6 million a year. That’s around 25% of the profit they made last year. It’s a no brainer for Sky.

Journeyman

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#3056266 29-Mar-2023 18:00

Take note that it's not just the 80 call centre jobs that are going, it's also "90 roles in its technology and content operations teams." That sounds like a company that really wants to cut back on its offerings.

tdgeek

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#3056277 29-Mar-2023 18:49

Journeyman:

Take note that it's not just the 80 call centre jobs that are going, it's also "90 roles in its technology and content operations teams." That sounds like a company that really wants to cut back on its offerings.

Like most smart companies managing costs. That applies if it has 1000 hires or 5

evnafets

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#3056432 30-Mar-2023 09:55

Journeyman:

Take note that it's not just the 80 call centre jobs that are going, it's also "90 roles in its technology and content operations teams." That sounds like a company that really wants to cut back on its offerings.

So the 80 call centre jobs get outsourced to the Phillipines via CX Group.
180 NZ workers --> 100 NZ workers + 200 offshore = 300 people to answer the phones.

The 90 roles in technology - being replaced by outsourcing to Tata Consulting in India.
No indication of numbers there. The same number? More? Less?

I don't know if that is a cut back on offerings, or just looking for more and cheaper labour.
The IT Labour market has been skewed towards the employees in the last few years (Covid travel bans stopping immigration).

Time will tell whether it actually works out 'cheaper' in the long run for Sky. The cost savings are theoretical at this point.

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