Businesses established to earn profit - like Telecom, shouldn't be expected to provide a social service when it comes to the local labour market.
Especially when outsourcing overseas can be implemented with reduced cost and similar, if not better, levels of performance. The benefits of outsourcing generally allow for reduced prices to customers (this increases competition (good)) and increased dividends to shareholders (the primary objective of most businesses (very good)).
Now, if it is your opinion that businesses should provide a social service in this way. Then financially support those who do. However I think you'll find, you'll be paying a premium for the same service, as you are then indirectly subsidising local employees who obviously can't compete with those that are outsourced.
Most customers fundamentally don't care how things are done, as long as they are receiving a service that is value for money, and that is proved everytime another company decides to outsource overseas, as they should be free to do.
At the moment they have outsourced reasonably narrow product lines of dial up and broadband. most customers calling these centres will have the same kind of issues
123 on the other hand are very very general. They get about 70 calls per rep each day and each call can be different. its also a sales channel with sales targets.
It's a very different type of call going over there... I expect if the trial is successful they will co locate and have reps in both countries. Perhaps they will run a reception model with all calls being answered in manila and more complex calls be passed back to NZ.
Any views expressed here are my own and do not necessarily represent the views of my employer Telecom NZ
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