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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151 posts

Master Geek

#2209453 2-Apr-2019 15:20

So after continually harassing Vodafone/Chorus - Chorus finally turnned up on site, I wasn't there but my electrician was, and to futher add to my frustration the Chorus guy that arrived isn't a cabling one lol, is there a difference?

This is after I told them its a new house build on numerous occasions and needed copper(no fibre for me till October 2019 if I'm lucky) run into the house in the trench, need to reschedule for the 4th time!

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myndlyz

472 posts

Ultimate Geek

#2209467 2-Apr-2019 15:50

i spoke to a few friends that are still at vodafone, they said almost all of level1 tech support have lost their jobs.

quickymart

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#2209671 2-Apr-2019 18:36

So...how many call centre staff are going to be left in New Zealand, exactly?

21brandon21

145 posts

Master Geek

#2209828 2-Apr-2019 23:17

New Call Centre based in India is rubbish with their Mobile Department. Will be switching.

LFCNZ

151 posts

Master Geek

#2210004 3-Apr-2019 10:12

Two subsequent calls during NZ business hours were answered a lot quicker(one straight away, the other about 5 min wait) - to the team that looks after moving houses, NZ based Call Centre staff it sound like and the service was great, they chased Chorus and gave me great updates, so its like night and day compared to my experience the other night.

Linux

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#2210050 3-Apr-2019 11:20

LFCNZ:

Two subsequent calls during NZ business hours were answered a lot quicker(one straight away, the other about 5 min wait) - to the team that looks after moving houses, NZ based Call Centre staff it sound like and the service was great, they chased Chorus and gave me great updates, so its like night and day compared to my experience the other night.

@LFCNZ Good friend of mine is based in the move team and they are all going soon (4 to 8 weeks) can't remember

raytaylor

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#2210388 3-Apr-2019 21:32

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.

If your staff work in urban areas then 2 degrees is fine. 2deg is pretty bad rurally around here.
If your staff work in rural areas then vodafone is good in some areas, spark is good in other areas.

I was laying cables in a subdivision today and its a perfect example. It is a 10 minute drive from Napier and where we were working, I had no vodafone coverage. Two of my staff had awesome spark coverage so i had to use their phones to make some calls.

Our installers typically work in pairs so one will have a spark phone, and the other will have a vodafone phone.

My father runs a dual-sim phone and has both (and preaches it unto me at every opportunity)

Anyhow if you drive 2 minutes down the road from the subdivision, there is no spark coverage and good vodafone coverage.

So i cant say who is better, in some areas we know vodafone doesnt work and in other areas spark doesnt work. The number of distinct areas is about half each.

Personally i use vodafone because i know it will at least work where our customers have sure signals which gives vodafone the upper hand.

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Linux

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#2210400 3-Apr-2019 22:04

Sales and retention team are also going off Shore few upset staff I personally know

Traded in for cheap overseas labour

hio77

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Lizard Networks

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#2210406 3-Apr-2019 22:16

raytaylor:

So i cant say who is better, in some areas we know vodafone doesnt work and in other areas spark doesnt work. The number of distinct areas is about half each.

Personally i use vodafone because i know it will at least work where our customers have sure signals which gives vodafone the upper hand.

Which is why i said you wouldnt ;)

On paper there is an answer, but even then when you start going down into 3g vs 4g etc etc it's totally situational.

Personally i carry all 3 with me at all times, active.

#include <std_disclaimer>

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

quickymart

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#2210867 4-Apr-2019 18:45

A quick answer is great, but if the person at the other end of the phone doesn't know what you want or doesn't know how to help, it's not much point.

jackyleunght2002

389 posts

Ultimate Geek

#2211033 5-Apr-2019 00:23

LFCNZ:

So after continually harassing Vodafone/Chorus - Chorus finally turnned up on site, I wasn't there but my electrician was, and to futher add to my frustration the Chorus guy that arrived isn't a cabling one lol, is there a difference?

This is after I told them its a new house build on numerous occasions and needed copper(no fibre for me till October 2019 if I'm lucky) run into the house in the trench, need to reschedule for the 4th time!

Hi LFCNZ

you said you have continually harassing Vodafone/Chorus, so did Vodafone contact Chorus or did you contact Chorus directly?

Jacky

LFCNZ

151 posts

Master Geek

#2211169 5-Apr-2019 10:36

jackyleunght2002:

LFCNZ:

So after continually harassing Vodafone/Chorus - Chorus finally turnned up on site, I wasn't there but my electrician was, and to futher add to my frustration the Chorus guy that arrived isn't a cabling one lol, is there a difference?

This is after I told them its a new house build on numerous occasions and needed copper(no fibre for me till October 2019 if I'm lucky) run into the house in the trench, need to reschedule for the 4th time!

Hi LFCNZ

you said you have continually harassing Vodafone/Chorus, so did Vodafone contact Chorus or did you contact Chorus directly?

Jacky

Hi, Vodafone who then contacted Chorus, however on once occasion the Vodafone person I was talking to gave me the Chorus 0800 number and ref number, so called them, Chorus weren't pleased and told me that Vodafone should be ringing on my behalf.

To add to current saga, guy that was scheduled to turn up yesterday to finish of cabling to demarc point in my house, never showed up(builder was on site and even if no one was at my house, he never rang me), rang Vodafone and they said Chorus have now scheduled final part of install till 8th April, said someone from Chorus would ring to advise why, not heard a thing from Chorus :)

Salami

237 posts

Master Geek

#2211295 5-Apr-2019 12:18

I'm pretty sure with the redundancies ,

- Call times will go up

- Escalations will go up

- Resolutions will be slower

I guess we'll just see by the end of the year if things go well but I'm positive it will be bad.

I got my friend to get out of VF asap since their making most people redundant and with call centre being overseas its not a very good experience.

Bluntj

550 posts

Ultimate Geek

#2211363 5-Apr-2019 14:37

Linux: Sales and retention team are also going off Shore few upset staff I personally know

Traded in for cheap overseas labour

We have been here before and this had disastrous consequences for VF.

Salami

237 posts

Master Geek

#2211420 5-Apr-2019 16:15

Bluntj:

Linux: Sales and retention team are also going off Shore few upset staff I personally know

Traded in for cheap overseas labour

We have been here before and this had disastrous consequences for VF.

Their going further with this off shore compared to previous years.

Some Provisioning, Faults , Customer Service, Business Analysts are being made redundant.
Previously it was just customer service.

It'll be interesting to see how things go but I heard it isn't going too well for customers

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