Customer services changes

Forums › One New Zealand (including Vodafone, WxC, Farmside) › Customer services changes

1 | 2 | 3 | 4 | 5 | 6 | 7 | 8

1363 posts

Uber Geek

ID Verified

Trusted

#1217485 19-Jan-2015 11:38

They don't exactly have a good track record of outsourcing.

Last time they attempted it was a train wreck and they brought it all back to NZ. Lets hope this time it's a bit better!

<#
.DISCLAIMER
Anything I post is my own and not the views of my past/present/future employer.
#>

Glassboy

850 posts

Ultimate Geek

ID Verified

Trusted

#1217518 19-Jan-2015 12:45

freitasm:

Why did I start this topic then? Because, even though companies have a duty to operate in a way to maximise return of investment to its shareholders, it's interesting that the emphasis on saving money seems much stronger than in actually improving customers care. The first is the driver for the change, the other is a consequence.

I won't post the document because it contains names and specific numbers that I don't think should be disclosed.

I take it that this is a document about domestic customer support. The other part of the picture may be (if it is who I think it is), that the same vendor can't afford to provide the services and support they are contracted to to their major business customers and desperately need to change their cost structures to avoid being the subject of a "fire sale".

networkn

Networkn
32351 posts

Uber Geek

ID Verified

Trusted

Lifetime subscriber

#1217602 19-Jan-2015 14:19

I'm a bit disapointed, I would have thought you were planning to go all rawshark on us. Using Pastebin, redacted screenshots of the document with embedded EXIF information, the whole nine yards as they say.

I think it's fairly obvious to most people who the company is. Just suprised you started the topic if you didn't plan to follow through. Or at least posting the redacted interesting bits.

I wonder if you'd support this position if your employer was the one considering this move. Obviously the document wasn't intended for public consumption as it's a work in progress and no decisions have been made.

I 100% agree with MF's decision to not post it. I don't believe it to be in the interests of the public nor the companies involved.

freitasm

BDFL - Memuneh
79287 posts

Uber Geek

Administrator

ID Verified

Trusted

Geekzone

Lifetime subscriber

#1217606 19-Jan-2015 14:27

I have removed a couple of screenshots. It seems other people have access to the same document. I have decided not to post the document or direct information from the document as this is work in progress but also because I am filtering some stuff out (names, etc).

Also I'd like to remind some people that I suspect if you're an ex-employee you can't just post things around as this may come back to bite you somehow (as usual IANAL).

networkn

Networkn
32351 posts

Uber Geek

ID Verified

Trusted

Lifetime subscriber

#1217607 19-Jan-2015 14:28

It's disappointing to me the apparent glee some of the ISP reps seem to take with the misfortune of the opposing ISP's.

I don't think it reflects well on anyone.

nickb800

2719 posts

Uber Geek

Trusted

#1217608 19-Jan-2015 14:28

Andib:

It's been what, 10 Years since iHug was brought? There are still parts of that CRM that still have iHug branding. Now they added the mashed together mess that was TelstraSaturnClear and have a 3rd system.

Even better, parts of their customer portal have Clear.net branding

plambrechtsen

1948 posts

Uber Geek
Inactive user

#1217645 19-Jan-2015 15:16

networkn: It's disappointing to me the apparent glee some of the ISP reps seem to take with the misfortune of the opposing ISP's.

I don't think it reflects well on anyone.

I completely agree.

I'm just wondering the whole point of the thread. If it is known internal only information that you know you shouldn't be posting publicly then why start the thread in the first place.

I think it's similar to a Facebook post "Ohh I just learned something very juicy" as a bait to others to start the speculation.

You may have considered the previous post glee whereas my view is the the exact opposite.

Either post it without caring of the ramifications of current or ex staff members who leaked it or just don't post about it in the first place and wait until the final outcome.

Since everything else is conjecture.

Quic Broadband

Move to New Zealand's best fibre broadband service (affiliate link). Free setup code: R587125ERQ6VE. Note that to use Quic Broadband you must be comfortable with configuring your own router.

Lias

5589 posts

Uber Geek

ID Verified

Trusted

Lifetime subscriber

#1217648 19-Jan-2015 15:23

I wish it was posted, but then I'm very strongly in favour of things like Wikileaks, Snowden, the recent Sony hacks, etc. Until we start seeing total transparency from every organisation out there, we need leaks.

I'm a geek, a gamer, a dad, a Quic user, and an IT Professional. I have a full rack home lab, size 15 feet, an epic beard and Asperger's. I'm a bit of a Cypherpunk, who believes information wants to be free and the Net interprets censorship as damage and routes around it. If you use my Quic signup you can also use the code R570394EKGIZ8 for free setup.

Talkiet

4793 posts

Uber Geek

Trusted

#1217653 19-Jan-2015 15:29

Lias: I wish it was posted, but then I'm very strongly in favour of things like Wikileaks, Snowden, the recent Sony hacks, etc. Until we start seeing total transparency from every organisation out there, we need leaks.

Total transparency everywhere is stupid.

Imagine the police being totally transparent about where they were going to raid for drugs, or total transparency on private companies' commercially sensitive business plans!

So if you agree that in some cases there is a good argument for NOT having "total transparency from every organisation out there", then now we're just arguing where abouts on the continuum a reasonable compromise is.

Personally I think it's perfectly fine for any company to be able to make resourcing and investment plans in private, without having to tell all their customers and competitors about them.

Cheers - N

Please note all comments are from my own brain and don't necessarily represent the position or opinions of my employer, previous employers, colleagues, friends or pets.

freitasm

BDFL - Memuneh
79287 posts

Uber Geek

Administrator

ID Verified

Trusted

Geekzone

Lifetime subscriber

#1217981 20-Jan-2015 08:17

Moved to Vodafone subforum.

freitasm

BDFL - Memuneh
79287 posts

Uber Geek

Administrator

ID Verified

Trusted

Geekzone

Lifetime subscriber

#1217983 20-Jan-2015 08:20

I see the Herald has posted a story about this now so decided to restore the thread.

tripp

3848 posts

Uber Geek

Trusted

Lifetime subscriber

#1218002 20-Jan-2015 08:35

freitasm: I see the Herald has posted a story about this now so decided to restore the thread.

do you have the link?

michaelmurfy

meow
13247 posts

Uber Geek

Moderator

ID Verified

Trusted

Lifetime subscriber

#1218008 20-Jan-2015 08:50

mrtoken:
freitasm: I see the Herald has posted a story about this now so decided to restore the thread.

do you have the link?

It was http://m.nzherald.co.nz/business/news/article.cfm?c_id=3&objectid=11388787

But it has since been removed?

Michael Murphy | https://murfy.nz
Referral Links: Quic Broadband (use R122101E7CV7Q for free setup)

Are you happy with what you get from Geekzone? Please consider supporting us by subscribing.
Opinions are my own and not the views of my employer.

kiwikiwi

455 posts

Ultimate Geek

#1218009 20-Jan-2015 08:52

michaelmurfy:
mrtoken:
freitasm: I see the Herald has posted a story about this now so decided to restore the thread.

do you have the link?

It was http://m.nzherald.co.nz/business/news/article.cfm?c_id=3&objectid=11388787

But it has since been removed?

Something tells me it was not meant to be leaked.
Or Vodafone are literally paying them to keep ti under wraps.

Joking of course.

You can also follow me on twitter here @kiwifortw I do twitch streams every now and then at twitch.tv/kiwiforthewin :)

HTTP 404 Sarcasm not found.

tripp

3848 posts

Uber Geek

Trusted

Lifetime subscriber

#1218010 20-Jan-2015 08:52

michaelmurfy:
mrtoken:
freitasm: I see the Herald has posted a story about this now so decided to restore the thread.

do you have the link?

It was http://m.nzherald.co.nz/business/news/article.cfm?c_id=3&objectid=11388787

But it has since been removed?

that would be the reason i can't find it lol

1 | 2 | 3 | 4 | 5 | 6 | 7 | 8