Have Vodafone got rid of all their Call Centre staff?

Forums › One New Zealand (including Vodafone, WxC, Farmside) › Have Vodafone got rid of all their Call Centre staff?

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#2209138 1-Apr-2019 22:10

LFCNZ:
2 Degrees is another option, but don't they piggy back on the Vodafone network?

In very few locations now as 2d have expanded their own network and 2degrees offers Wi-Fi calling which is a great service

LFCNZ

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#2209139 1-Apr-2019 22:12

Linux:
LFCNZ:

2 Degrees is another option, but don't they piggy back on the Vodafone network?

In very few locations now and 2degrees offer Wi-Fi calling which is a great service

Yeah the CEO is quite keen on the wi-fi calling 2 Degrees have, in process of migrating her phone to them, so she can try it out.

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#2209140 1-Apr-2019 22:14

I have used Wi-Fi calling around the world great service

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#2209141 1-Apr-2019 22:16

DjShadow:

Linux:
DjShadow:

Does Vodafone not have a Call Back system? (Calls you back when you reach position 1 in the queue)

Not had that in a long time

If Vodafone are going to subject their customers to 2hr wait times it would be a no brainer to implement, thats a huge chunk of the day lost where that time could be spent on other things

I was just thinking, I was sure that I did get a call back option at one stage with Vodafone, not long ago, just realized that was for work, so they have it for business but not household users?

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#2209160 2-Apr-2019 00:00

LFCNZ:

2 Degrees is another option, but don't they piggy back on the Vodafone network?

Considering rural is your concern, is reasonably likely.

i hope to see 2d's rural coverage pickup further though, they are putting a fair bit of work into their RAN.

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Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

raytaylor

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#2209169 2-Apr-2019 02:02

We get calls from our crazy customers for all sorts of reasons.

One of my favorites was this lovely gem....

2deg were renting access on the vodafone towers in hawkes bay. However it seems vodafone pairs urban towers with rural towers in groups which are not very helpful for 2degrees.
So when 2deg put up their mini cell sites around the twin cities, they decided to switch off the vodafone roaming. This caused a problem though for our customer... she lost her cellphone coverage.

It appears that the vodafone tower that served her rural household was in a group which included some of the urban towers. When they switched off the group, 2deg must have decided the outlier tower was not important enough to keep the whole group of vodafone towers running.

We got the call asking for help because her 2deg service was not working and of course we are her internet provider so it must be our fault?

Anywhoo it turns out 2deg built a rural tower next to the vodafone one about a year later but i understand during that time she switched to spark.

With vodafones redundancies, and moving the call centre overseas I expect two things to happen

- Wait times will go down
- Resolutions per call will also go down

So even though they will answer the phone quicker, its going to take two or three calls to get something solved.

Interesting note - iinet runs a call centre in new zealand and south africa so they can cover a full day of early morning to late in the evenings for australian customers, while the staff at the call centres still work close to a 9-5 work day.
I think thats a brilliant idea.

Ray Taylor

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ajw

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#2209252 2-Apr-2019 09:01

been trying to get through to retentions since 8 am this morning. this is getting beyond a joke.

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LFCNZ

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#2209283 2-Apr-2019 10:18

ajw:

been trying to get through to retentions since 8 am this morning. this is getting beyond a joke.

Mate that is only 1 hour, trying having some patience :)

ajw

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#2209288 2-Apr-2019 10:21

LFCNZ:

ajw:

been trying to get through to retentions since 8 am this morning. this is getting beyond a joke.

Mate that is only 1 hour, trying having some patience :)

Good thing I wasn't holding my breath.

LFCNZ

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#2209296 2-Apr-2019 10:29

raytaylor:

We get calls from our crazy customers for all sorts of reasons.

One of my favorites was this lovely gem....

2deg were renting access on the vodafone towers in hawkes bay. However it seems vodafone pairs urban towers with rural towers in groups which are not very helpful for 2degrees.
So when 2deg put up their mini cell sites around the twin cities, they decided to switch off the vodafone roaming. This caused a problem though for our customer... she lost her cellphone coverage.

It appears that the vodafone tower that served her rural household was in a group which included some of the urban towers. When they switched off the group, 2deg must have decided the outlier tower was not important enough to keep the whole group of vodafone towers running.

We got the call asking for help because her 2deg service was not working and of course we are her internet provider so it must be our fault?

Anywhoo it turns out 2deg built a rural tower next to the vodafone one about a year later but i understand during that time she switched to spark.

With vodafones redundancies, and moving the call centre overseas I expect two things to happen

- Wait times will go down
- Resolutions per call will also go down

So even though they will answer the phone quicker, its going to take two or three calls to get something solved.

Interesting note - iinet runs a call centre in new zealand and south africa so they can cover a full day of early morning to late in the evenings for australian customers, while the staff at the call centres still work close to a 9-5 work day.
I think thats a brilliant idea.

In your view, whose mobile coverage is the best, Spark, Vodafone or 2 Degrees?

hio77

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#2209297 2-Apr-2019 10:32

LFCNZ:

In your view, whose mobile coverage is the best, Spark, Vodafone or 2 Degrees?

That question really needs to be prefaced with an area. In rays case it will be hawkes bay area.

if he ventured up coromandel etc way his answer i expect would be quite different though.

#include <std_disclaimer>

Any comments made are personal opinion and do not reflect directly on the position my current or past employers may have.

LFCNZ

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#2209308 2-Apr-2019 10:49

hio77:

LFCNZ:

In your view, whose mobile coverage is the best, Spark, Vodafone or 2 Degrees?

That question really needs to be prefaced with an area. In rays case it will be hawkes bay area.

if he ventured up coromandel etc way his answer i expect would be quite different though.

Yeah true, we have offices all over NZ so hard to find one that is good in all areas it seems.

DjShadow

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#2209365 2-Apr-2019 11:43

LFCNZ:

raytaylor:

We get calls from our crazy customers for all sorts of reasons.

One of my favorites was this lovely gem....

2deg were renting access on the vodafone towers in hawkes bay. However it seems vodafone pairs urban towers with rural towers in groups which are not very helpful for 2degrees.
So when 2deg put up their mini cell sites around the twin cities, they decided to switch off the vodafone roaming. This caused a problem though for our customer... she lost her cellphone coverage.

It appears that the vodafone tower that served her rural household was in a group which included some of the urban towers. When they switched off the group, 2deg must have decided the outlier tower was not important enough to keep the whole group of vodafone towers running.

We got the call asking for help because her 2deg service was not working and of course we are her internet provider so it must be our fault?

Anywhoo it turns out 2deg built a rural tower next to the vodafone one about a year later but i understand during that time she switched to spark.

With vodafones redundancies, and moving the call centre overseas I expect two things to happen

- Wait times will go down
- Resolutions per call will also go down

So even though they will answer the phone quicker, its going to take two or three calls to get something solved.

Interesting note - iinet runs a call centre in new zealand and south africa so they can cover a full day of early morning to late in the evenings for australian customers, while the staff at the call centres still work close to a 9-5 work day.
I think thats a brilliant idea.

In your view, whose mobile coverage is the best, Spark, Vodafone or 2 Degrees?

Considering I'm a Spark customer IMO I'd say 2degrees would have the best only based on the fact they have Wifi calling available, but that would only apply if you are not driving in a rural area.

xpd

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#2209377 2-Apr-2019 12:20

raytaylor:

Interesting note - iinet runs a call centre in new zealand and south africa so they can cover a full day of early morning to late in the evenings for australian customers, while the staff at the call centres still work close to a 9-5 work day.
I think thats a brilliant idea.

Do they still have that ? Had a friend there, and the way he talked, it sounded like they were trying to shut it down as well. May have changed minds since he left though.

Gavin / xpd / FastRaccoon / Geek of Coastguard New Zealand

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#2209450 2-Apr-2019 15:12

DjShadow:

LFCNZ:

raytaylor:

We get calls from our crazy customers for all sorts of reasons.

One of my favorites was this lovely gem....

2deg were renting access on the vodafone towers in hawkes bay. However it seems vodafone pairs urban towers with rural towers in groups which are not very helpful for 2degrees.
So when 2deg put up their mini cell sites around the twin cities, they decided to switch off the vodafone roaming. This caused a problem though for our customer... she lost her cellphone coverage.

It appears that the vodafone tower that served her rural household was in a group which included some of the urban towers. When they switched off the group, 2deg must have decided the outlier tower was not important enough to keep the whole group of vodafone towers running.

We got the call asking for help because her 2deg service was not working and of course we are her internet provider so it must be our fault?

Anywhoo it turns out 2deg built a rural tower next to the vodafone one about a year later but i understand during that time she switched to spark.

With vodafones redundancies, and moving the call centre overseas I expect two things to happen

- Wait times will go down
- Resolutions per call will also go down

So even though they will answer the phone quicker, its going to take two or three calls to get something solved.

Interesting note - iinet runs a call centre in new zealand and south africa so they can cover a full day of early morning to late in the evenings for australian customers, while the staff at the call centres still work close to a 9-5 work day.
I think thats a brilliant idea.

In your view, whose mobile coverage is the best, Spark, Vodafone or 2 Degrees?

Considering I'm a Spark customer IMO I'd say 2degrees would have the best only based on the fact they have Wifi calling available, but that would only apply if you are not driving in a rural area.

Yeah that wifi calling is def something that would be beneficial to the company I work for

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