Vodafone NZ asks more than 2000 staff if they want to take redundancy: Overseas Centres of Excellency Instead

Forums › Vodafone New Zealand › Vodafone NZ asks more than 2000 staff if they want to take redundancy: Overseas Centres of Excellency Instead

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2 posts

Wannabe Geek

# 2196055 11-Mar-2019 18:42

stinger:
Wigglykelowna2:
frednz:

India is seven hours behind New Zealand.

Everything this insider has claimed is 100% accurate.

... says someone who created a GZ just to say this. I'll take that with a grain of salt. For all I know, you could be the person leaking to NZ Herald, and thus introduce a confirmation bias.

India is not 7 hours behind NZ. They are 7½ hours behind at the moment, and 6½ hours during NZ non-day light savings time.

Fair enough. I actually had some other stuff to say about Vodafone anonymously. Typed it out then considered what I was posted and deleted it all.

It wasn’t a fun place to work towards the end of 2018. They started literally cutting costs everywhere. Taking away our toolkits, reducing what we could offer to save customers. Just to name a couple.

kiwifidget

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# 2196060 11-Mar-2019 19:02

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err so if things are out-sourced to the sub-continent and then an Indian sounding person rings me up saying they are from Vodafone, they really could be??

Life is too short to remove USB safely.

tripp

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# 2196070 11-Mar-2019 19:26

8 people support this post

kiwifidget:
err so if things are out-sourced to the sub-continent and then an Indian sounding person rings me up saying they are from Vodafone, they really could be??

They will also want you to now pay your bills with iTunes gift cards or western union lol

Batman

Mad Scientist
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# 2196072 11-Mar-2019 19:32

kiwifidget:

err so if things are out-sourced to the sub-continent and then an Indian sounding person rings me up saying they are from Vodafone, they really could be??

Why would a call center be ringing you? They take calls.

Involuntary autocorrect in operation on mobile device. Apologies in advance.

Stu1

599 posts

Ultimate Geek

# 2196074 11-Mar-2019 19:37

2 people support this post

Batman:
kiwifidget:

err so if things are out-sourced to the sub-continent and then an Indian sounding person rings me up saying they are from Vodafone, they really could be??

Why would a call center be ringing you? They take calls.

Callbacks when you can't get through

dejadeadnz

1561 posts

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# 2196136 11-Mar-2019 21:46

One person supports this post

Their current culture is so arrogant and obnoxious -- and their general ability to follow through with simple promises so poor -- that it's hard for me to imagine things getting any worse. Let's hope the right people are being let go and things might improve.

But I won't be holding my breath.

MichaelNZ

Linux Systems Admin
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# 2196137 11-Mar-2019 21:50

This is so simple to solve but it takes some a while to work it out-

1. Internet

2. Landline

3. Cellular

2 out of 3 of these have plenty of choice available for people willing to spend that extra $10 per month.

Ditto for repeated complaints here about certain ISP's.

Integrity Tech Solutions @ Norsewood, New Zealand

MichaelNZ

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# 2196139 11-Mar-2019 21:55

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Batman:

A quarter? You'd be overcharged if it costs 1/10th.

Here is how it works-

It has been claimed it costs Vodafone circa $6(?) an hour to hire ther Filipino workers.

Having lived in Davao - even rode the jeepney and bus past their contracted call centre in Ecoland a few times - the rate the workers are paid is around PHP 53 per hour (NZ$ 1.51)

Hmmm... Must be a profitable business running a BPO (Business Process Outsourcing) company in the Philippines.

Integrity Tech Solutions @ Norsewood, New Zealand

MadEngineer

1903 posts

Uber Geek

# 2196146 11-Mar-2019 22:24

2 people support this post

Stu1:
Batman:
kiwifidget:

err so if things are out-sourced to the sub-continent and then an Indian sounding person rings me up saying they are from Vodafone, they really could be??

Why would a call center be ringing you? They take calls.

Callbacks when you can't get through

oh god. When I had Vodafone for a home connection, they NEVER called back. It was a joke when they promised that. I actually asked someone once after promising that lie how they would remember to do so - was it a sticky note that got lost with the over night cleaners? Nope. It was an a reminder in their own personal outlook with no accountability or follow up. Fantastic if that person was sick the next day or simply deleted it.

Scott3

599 posts

Ultimate Geek

# 2196179 11-Mar-2019 23:34

Batman:

Why would a call center be ringing you? They take calls.

Vodafone used to call me every few mounts to try get me to sign up for home broadband (I had an on account mobile). At the time we actually did have home broadband with them, but under another occupants name...

Sideface

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# 2196446 12-Mar-2019 11:19

3 people support this post

I am currently on Vodafone HFC cable in a "cable" suburb of Wellington, but will soon have the option of "real fibre" (not from VF).

Until yesterday I was undecided about leaving cable for UFB.

Now this decision has been made very easy for me - goodbye Vodafone. 😕

Sideface

Dial111

677 posts

Ultimate Geek

# 2196459 12-Mar-2019 11:39

2 people support this post

The last time the tech called from VF (an Indian gentleman) he tried to syskey my computer, nice try VF.

Coil

6615 posts

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Inactive user

# 2196479 12-Mar-2019 12:03

Sideface:

I am currently on Vodafone HFC cable in a "cable" suburb of Wellington, but will soon have the option of "real fibre" (not from VF).

Until yesterday I was undecided about leaving cable for UFB.

Now this decision has been made very easy for me - goodbye Vodafone. 😕

Did you write a letter to the CEO and let him know why you are moving your business away? From the stuff comments he seems to want people feeding back their thoughts.

loceff13

790 posts

Ultimate Geek

# 2196513 12-Mar-2019 13:35

Batman:

loceff13:

The harsh truth is hiring in India etc costs around a quarter of a NZ local to do the same job. So either you increase the base cost or introduce a paid NZ number for NZ support or go overseas. Sparks Manilla support is pretty good.

A quarter? You'd be overcharged if it costs 1/10th.

I took the skilled wage(iirc 18000-20000 rupees/mo ~260+usd a month) but yes im still off by a fair bit, maybe closer to 6x.

Yabanize

2157 posts

Uber Geek

# 2196530 12-Mar-2019 14:04

FineWine:

DjShadow:

Lias:

I'm almost always had positive experiences when I've managed to get through to NZ based staff.. Whereas I've almost never had a positive experience when dealing with the overseas call centers. To me it hasn't been the language barrier which some people gripe about (Filipino English in my experience is generally pretty damn good compared to most other Asian countries and even some low paid NZ call centers), but the seeming inability to deviate from scripts, and no authority to actually _fix_ things (especially but not limited to account/billing/install related issues)

Big Time this, going off scripts give call centre staff no ability to fix problems that go pear shaped

I believe it is called thinking outside the box but the staff must be given the training to enable this but that usually means promotion up the ladder for the bright ones or they get bored and leave as there is no incentives.

I have always had excellent call centre help from Netflix. Over the two years with Netflix I have spoken to: Florida, Sweden, Vancouver, Auckland, California and Manila (I always ask). The last time I was having huge audio sync problems with a movie via Chromcast but no sync problems via the iPad. The front line staff escalated it to their tech guys and I ended up iPhone filming my iPad and my Chromcast TV at the same time and sending it to them. All up I was chatting and filming for an hour. Within 24 hrs all was fixed. They also acknowledged that I was the first with the fault as they started getting more front line staff queries as we spoke. Great fun.

I think this works a lot better for Netflix/Apple/Google/Microsoft who offer pretty much the same service worldwide, Where Vodafone is different in every country. I think that's the big downside to overseas call centres, not the language barrier. NZ people often actually use the services, and are aware of how Chorus etc work as they have to deal with it themselves.

I remember a few years ago Skinny tried moving theirs to the Phillipines, and pretty much every time you had an issue, they transferred you to the 'technical team' in NZ because they couldn't help with it.

I had high hopes for Paris. Disappointing.

However my other perspective is Vodafone, like Cadbury never really an NZ company so we are lucky they employed the number of people here that they did

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