Customer services changes

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#1218014 20-Jan-2015 08:56

well now we know who it is etc anyone want to spill the beans LOL.

xpd

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#1218030 20-Jan-2015 09:23

http://www.newstalkzb.co.nz/news/business/vodafone-to-shed-100-jobs/

XPD / Gavin

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#1218032 20-Jan-2015 09:24

xpd: http://www.newstalkzb.co.nz/news/business/vodafone-to-shed-100-jobs/

Wow... that is quite unfortunate if it is true.

Oh the upside, surely the level of customer service can't get any worse than it is now.

Andib

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#1218034 20-Jan-2015 09:26

Lets hope it doesn't go as bad as when they last tried this to eygpt.

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freitasm

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#1218038 20-Jan-2015 09:34

The document proposes an extreme reduction of customer services position, hence my original comment that it would save them money but at what impact to customers trying to reach solutions to their problems?

We already know Vodafone customers experience an extremely high call hold time as it is now.

Some of the ideas in the document make sense, and we all know that throwing more people into a problem doesn't help solve it faster, but I am not sure this applies to what seems to be a queueing problem with bad support from their systems. And this is not discussed in the document.

I will not post exact numbers and where because that would probably cause too much distress in certain teams.

I feel for Vodafone customers...

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#1218039 20-Jan-2015 09:34

xpd: http://www.newstalkzb.co.nz/news/business/vodafone-to-shed-100-jobs/

this is very near the truth indeed.

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#1218046 20-Jan-2015 09:55

The Herald have now re-posted the story with a lot more detail than the Newstalk ZB one:

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

surfisup1000

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#1218087 20-Jan-2015 10:29

Vodafone must be doing very well though, given stories like this...

"Vodafone says it will establish a new $50 million South Island headquarters in the heart of Christchurch’s new Innovation Precinct"

Unless they are spending beyond their means :)

Russell Stanners has had a pretty good career. He nearly made it big in the USA with IBM a few years back, I wonder what happened there.

He has been at vodafone a long time though, maybe it is time for a fresh viewpoint.

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#1218224 20-Jan-2015 12:15

I can almost see it: 50 middle managers sitting around trying to decide how to save the company money, and they came up with "Cut back in Customer service". Brilliant!

Also I love the assertion there are "plenty of other" providers to choose from. For mobile there's only 2 (and realistically for many, 1).

old3eyes

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#1218231 20-Jan-2015 12:27

freitasm: The document proposes an extreme reduction of customer services position, hence my original comment that it would save them money but at what impact to customers trying to reach solutions to their problems?

We already know Vodafone customers experience an extremely high call hold time as it is now.

Some of the ideas in the document make sense, and we all know that throwing more people into a problem doesn't help solve it faster, but I am not sure this applies to what seems to be a queueing problem with bad support from their systems. And this is not discussed in the document.

I will not post exact numbers and where because that would probably cause too much distress in certain teams.

I feel for Vodafone customers...

I feel for the Vodafone staff who are going to be chucked on the scrap heap in the name of cost cutting..

Regards,

Old3eyes

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#1218233 20-Jan-2015 12:31

old3eyes: I feel for the Vodafone staff who are going to be chucked on the scrap heap in the name of cost cutting..

I feel for the scrap heap. It's just sitting there, minding it's own business when *WHUMP* - massive body slam from outta nowhere.

It's hard work being a scrap heap these days. You don't get any glass anymore, not much metal or greenwaste. That's all "recycled" now in the name of progress. What's a scrapheap to eat these days? Not much, that's for sure.

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khull

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#1218238 20-Jan-2015 12:38

Timely reminder that the National government wants us all to think we are in a stellar economy. In fact it is the "fastest growing in the developed world, confirming that the Government’s economic programme is taking New Zealand in the right direction". Could mean few things. Businesses are doing well/not so well and/or people made redundant will easily move on to other jobs. Goes either way in politics.

Andib

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#1218240 20-Jan-2015 12:44

khull: Timely reminder that the National government wants us all to think we are in a stellar economy. In fact it is the "fastest growing in the developed world, confirming that the Government’s economic programme is taking New Zealand in the right direction"

/tinfoil hat

Yep. It's all John Key's fault. I be he and Vodafone Exec team had a meeting on how to screw over the customers and make more money for the company

/tinfoil hat

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xlinknz

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#1218257 20-Jan-2015 13:07

freitasm: The document proposes an extreme reduction of customer services position, hence my original comment that it would save them money but at what impact to customers trying to reach solutions to their problems?

We already know Vodafone customers experience an extremely high call hold time as it is now.

Some of the ideas in the document make sense, and we all know that throwing more people into a problem doesn't help solve it faster, but I am not sure this applies to what seems to be a queueing problem with bad support from their systems. And this is not discussed in the document.

I will not post exact numbers and where because that would probably cause too much distress in certain teams.

I feel for Vodafone customers...

1. Spark seem to still be able to provide good customer service [without long call centre wait times] and they have more customers

2. Ironically I just left VFNZ but not because of their customer service, their broadband isn't competitive as some e.g. MR who I went with. Only now am I experiencing the current VFNZ 'wait times' as I cannot get hold of them to terminate my account so I have sent an email

mattbush

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#1218258 20-Jan-2015 13:07

Andib:
khull: Timely reminder that the National government wants us all to think we are in a stellar economy. In fact it is the "fastest growing in the developed world, confirming that the Government’s economic programme is taking New Zealand in the right direction"

/tinfoil hat

Yep. It's all John Key's fault. I be he and Vodafone Exec team had a meeting on how to screw over the customers and make more money for the company

/tinfoil hat

WTF

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