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  Reply # 1218282 20-Jan-2015 13:27
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Thanks Obama

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  Reply # 1218287 20-Jan-2015 13:40
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mattbush: WTF


Well, you started it!

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  Reply # 1218293 20-Jan-2015 14:01
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Talkiet: 
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



Yes I guess there are some circumstances I could agree with secrecy, but I think they should be very few and far between.

Quite apart from my personal leanings, given the current state of computer security, every business should assume that it's every "Secret" is known to someone they don't want to know it, and plan accordingly. 





Information wants to be free. The Net interprets censorship as damage and routes around it.


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  Reply # 1218315 20-Jan-2015 14:27
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Well they needed something else for people to feel disgruntled over, in order to distract everyone from the price increases. This fits the bill nicely.

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  Reply # 1218399 20-Jan-2015 15:56
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xlinknz:

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 undecided




I just got hold of VFNZ and to boot it only took a few minutes and the lady was very helpful !



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  Reply # 1218489 20-Jan-2015 18:32
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xlinknz: 
I just got hold of VFNZ and to boot it only took a few minutes and the lady was very helpful !


Good to hear.. We (as a society in general) are quick to slag companies off, but not so fast to tell people when we get good service.




Information wants to be free. The Net interprets censorship as damage and routes around it.


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  Reply # 1218588 20-Jan-2015 20:52
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xlinknz:
xlinknz:

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 undecided




I just got hold of VFNZ and to boot it only took a few minutes and the lady was very helpful !



If only that was the norm, rather than the exception.

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  Reply # 1218590 20-Jan-2015 20:55
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freitasm: I have contacted said telco about this document and received the following reply:


[Telco] is in the process of consulting on a number of changes with our customer care team, as we look to complete the wider organisational change programme we announced in November last year.

We will be implementing a number of initiatives aimed at achieving faster call answering times and a quicker first-call resolution for our customers. These include; further investment in removing systems and process duplication (particularly for fixed line services); continuing to improve self-service functionality with the [telco] app and on our online site; creating new roles [New Zealand location]; providing a better work environment through a more stable work roster; and leveraging our existing capability at our [offshore] service centre to complete simple transactional tasks (top-ups, account balance enquiries, etc).

This is a draft proposal at this stage, and is subject consultation with our teams. Our top priority is to support our people through this change.


I have to say a public thanks for getting this response so quickly and quite frankly, open.

The document I've seen is just one piece of the puzzle. It suggests changes in the contact centre in terms of headcount (mostly going down), redistribution of transaction types and changes in roster scheduling.

The document put emphasis on increased use of data via high speed networks (no distinction between mobile or fixed line). It also mentions that (gasp) customers expect to get more data for the same spend.

This leads, the author says, to revenue declining over a certain period of time with at last revenue falling short of expectations. The document outlines changes to reduce cost of serving customers contacting the company.

There are some good suggestions there. For example for fixed it suggests current call handling around 20 minutes average and a "expertise limit" at 1.5 - 2 hours, after which calls would be escalated. CSRs would "own" the call. CSRs should escalate calls if customer has repeat unsolved calls (good luck with that, seeing many of the comments I've heard is that customers calling back hear the "I don't have a record of you calling before").

The 55-page document does mention that changes in the customer services team will allow for better roster scheduling, with team leaders available at times similar to their team. (What do they have now? Teams with no leaders at some times?)

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.

The bold-ened part was in force when I worked there too (at Faults, anyway). The then-head of the department tried many, many times to implement a better rostering system that would work for customers. Sadly, the staff were not considered and we were stuck on this ridiculous rotational system that made no one happy.

 

Except the managers, who worked cruisy, regular, Monday-Friday hours. They thought it was great!

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  Reply # 1218693 20-Jan-2015 23:04
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Lmao. Vodafone's call centre is already crap. Now they're getting rid of more staff to make it even worst. I remember being told 3 years ago a good reason to join Vodafone is because their call centre is 100% based in New Zealand. Yet when I call it's to someone in the Philippines and they keep transferring you to a new department. Or they say they will put you on hold, 30 mins later get cutoff.

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  Reply # 1218719 20-Jan-2015 23:36
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Their issues though go deeper than call center response times. As nickb800 says a lack of an intergrated billing system means VF have done nothing more than add layers to their own CSR onion... and customers (and CSRs) get lost in the onion.

When you're chased for an (account error) debt by a company you still have active accounts with, you know there are issues.

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  Reply # 1218732 21-Jan-2015 00:00
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surfisup1000: 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. 


The alternative is that they could be downsizing in Auckland in favour of setting up offices in cheaper locations within New Zealand (doesn't make any sense having your HQ in the most expensive city in New Zealand) - the local and central government offering a sweet heart deal to help in the Christchurch reconstruction and Vodafone is taking advantage of what is on offer.

With that being said, until they consolidate onto a single billing system which will allow shop fronts to deal with everything their call centre does along with a better website then the call centre will keep being overwhelmed. Yes, it might cost a small fortune but once done it will be smooth sailing and it will pay for itself over time. Honestly I feel for the people who lost their job given that a lot of this could have been avoided had during the good times the profits were spent replacing the many billing systems with a single one.




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  Reply # 1218734 21-Jan-2015 00:03
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I doubt that will ever happen. It didn't happen when I was there back in 2005, and here we are in 2015, with Telstra Clear on board and it still hasn't happened. The cost would be enormous.
BTW, there are two call centres (well, there were when I worked there) - Faults in Auckland and Customer Services in Christchurch. I haven't heard if Faults will be affected by this outsourcing process.

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  Reply # 1218788 21-Jan-2015 08:15
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VF writing the rule book on how to alienate customers, make staff fearful for their jobs, extend customer service woes and not post a profit?


I hope the CEO loves his job at VF and is determined to stay, because I seriously doubt he will ever get another good role anywhere else.






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  Reply # 1218794 21-Jan-2015 08:27
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The biggest frustration for customers I found when I worked there (in the mobile call centre atleast) was that most customers don't like calling and when they did there was a stack of things they wanted to deal with all at once.
That on its own is fine but when they wanted to query something on their mobile bill as well as their internet we as mobile agents couldn't help and transfer them into a queue with a 30minute wait for something that would take 10 seconds to awnser.

it was even worse if they were ex Telstra customers who had been migrated over to the Vodafone (iHug) system we had a lot of customers that either didn't know this or straight up said they're ex tcl so we as mobile csr's we had to make the gamble either put them into a 30min queue for Vodafone red or a different queue for Vodafone blue (ex tcl) and hope that it's right override they would have to be transferred again as we didn't have any access to broadband systems to tell what type of customer they were .


/ sorry for bad formatting / grammar - this is written on my phone

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  Reply # 1218795 21-Jan-2015 08:30
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NZCrusader: VF writing the rule book on how to alienate customers, make staff fearful for their jobs, extend customer service woes and not post a profit?


I hope the CEO loves his job at VF and is determined to stay, because I seriously doubt he will ever get another good role anywhere else.




The real problem is for years vodafone NZ/AU were seen as cash cows for vodafone head office (UK) and investors.
Now that vodafone AU has had major problems (networks) and NZ prices have dropped they may now be seen as risks, the most costly expense to business is staff so if they want the books to look better or getting ready to sell companies will cut staff numbers to bring them back into the black and increase profits.
The main people that get hit by this is staff at the bottom of the ladder which tend to be the staff that have direct contact with customers.







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