VF is a shambles

Forums › One New Zealand (including Vodafone, WxC, Farmside) › VF is a shambles

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#1170250 6-Nov-2014 18:49

it's. All about perception, plenty of people telling us how vf's phone and email suck, here is a chance
For vf to show us otherwise

Handle9

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#1170260 6-Nov-2014 19:12

gregmcc: it's. All about perception, plenty of people telling us how vf's phone and email suck, here is a chance
For vf to show us otherwise

I don't think Vodafone, or at least their staff who hang out here, are pretending that things are as they should be with the call centre.

The staff who are on here aren't going to get sacked for putting confidential information on a forum. That would ge a pretty clear breach of the social media policy for any corporate.

Ragnor

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#1170789 7-Nov-2014 13:09

gregmcc:

How about providing some stats to show how well (or bad) VF are doing, like average on hold time, % of calls that are abandoned.

Internode (Aussie ISP) put their call wait times online for all too see, NZ ISP's would probably be too ashamed.....
http://www.internode.on.net/contact/call_wait_times/

Sideface

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#1170979 7-Nov-2014 15:57

Ragnor:

Internode (Aussie ISP) put their call wait times online for all too see, NZ ISP's would probably be too ashamed.....
http://www.internode.on.net/contact/call_wait_times/

I'm impressed - Internode update their wait time every minute and show it on their website in realtime.

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Jaxar

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#1171003 7-Nov-2014 16:59

Ragnor:
gregmcc:

How about providing some stats to show how well (or bad) VF are doing, like average on hold time, % of calls that are abandoned.

Internode (Aussie ISP) put their call wait times online for all too see, NZ ISP's would probably be too ashamed.....
http://www.internode.on.net/contact/call_wait_times/

Far more likely to be a cost thing or even a technology thing.
It'd be pretty lame to spend all that money on that tech upgrade instead of more call takers.

Please note: I have a professional bias towards Vodafone.

Coil

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#1171184 7-Nov-2014 21:23

lol. VF has made like 500 people redundant. In the news and all.

DarthKermit

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#1171201 7-Nov-2014 22:15

TimA: lol. VF has made like 500 people redundant. In the news and all.

Is that like, gonna improve the call centre wait times?

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networkn

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#1171203 7-Nov-2014 22:18

TimA: lol. VF has made like 500 people redundant. In the news and all.

I must be a grumpy old goat as I can't see the humour of the situation at all.

solaybro

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#1171218 7-Nov-2014 23:36

networkn:
TimA: lol. VF has made like 500 people redundant. In the news and all.

I must be a grumpy old goat as I can't see the humour of the situation at all.

We need a -1 button.

freitasm

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#1171221 7-Nov-2014 23:40

networkn:
TimA: lol. VF has made like 500 people redundant. In the news and all.

I must be a grumpy old goat as I can't see the humour of the situation at all.

Youngsters these days use "lol" for anything. It is an overused expression and it makes me cringe.

As for your comment, yes, hard to see humour in such a situation. People's lives are being shaken to the core. Some have not experienced how bad it can be.

quickymart

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#1171232 8-Nov-2014 05:59

Demeter:
NonprayingMantis: 3 days to reply to an email? wow.

Team of 8 people with well over 1000 interactions on Facebook and Twitter daily who also have to answer the 100 email requests we get every day. Yes, I'm sorry, but it takes a while. If you want an answer sooner than that, please phone.

8 isn't nearly enough - when I was there, I recall 6 people handling all the e-mails for the combined Clear/Telstra Saturn queries, and they were always swamped with those two lots of queries, never mind for three different companies. But you probably know that anyway.

ckc

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#1171249 8-Nov-2014 09:16

Instead of firing everyone, they could probably look at how their restrictions on buying their services have affected their bottom line. You used to be able to just get TV from Telstra, which was effective competition for Sky. Now, probably thanks to the deal they had in place pre merger, you can only buy TV with broadband. They also prevent people from buying their UFB service within their service area.

In my case, their TV deal was a year contract (I got Sky on a no contract offer) and they wouldn't sell me that on its own. Their broadband is slower than UFB, which they don't make available in HFC areas, but their competitors do. There's a discount for Vodafone TV, but that's not available with xDSL in their cable areas.

So they try and sew up the market with x-play services and pimp the red home or whatever, but they're now in a highly competitive market with UFB and Sky. They can only beat them by about $30 a month on the top package, but for me to buy UFB would be cheaper than HFC and faster, so the savings don't look so great. And we have to talk to different people to get stuff done anyway, so there's no advantage in customer service. And this thread was about them not actually being able to deliver a good experience at signup.

And management seem to think that a culture of fear of losing jobs and high pressure environments is a way to keep people delivering good customer service?

Just a few things wrong...

Andib

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#1171251 8-Nov-2014 09:21

TimA: lol. VF has made like 500 people redundant. In the news and all.

Glad you got out when you did?

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sbiddle

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#1171254 8-Nov-2014 09:48

ckc: You used to be able to just get TV from Telstra,

In the entire history of Vodafone, TelstraClear, TelstraSaturn you've never been able to buy TV just by itself. TV by itself existed in the Kiwi Cable days, and in the very early days as Saturn, but once Saturn expanded from Kapiti into Wellington, overlaid copper for their phone services and moved to bundling Sky channels rather than sourcing their content directly you've never been able to take TV by itself, it's always had to be bundled with either phone or internet. Historically this was because of their Sky resale agreement, now it's probably just a business decision.

johnr

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#1171285 8-Nov-2014 11:38

TimA: lol. VF has made like 500 people redundant. In the news and all.

Not funny really where does your Mum work and other people you know?

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