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  # 2291918 7-Aug-2019 20:49
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I'd prefer the call centre to be NZ based to provide local jobs and a social commitment to the country, but wherever it is, don't hire people unless they can enunciate English like they were trained by the BBC.





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  # 2291962 8-Aug-2019 00:29
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Dratsab:

 

matisyahu: Around a year ago I asked Jason Paris on Twitter when we might see a unified billing system and he replied that Vodafone was working on it. One year later and it still hasn't launched.  I don't want to sound negative but assuming that it was in development a year before my twitter and it has been a year since that week thus a total of 2 years I have to ask what on earth is happening at Vodafone.

 

That's a rather grand assumption to be making. Are you at all familiar with the scale of the multiple [disparate] systems involved or are you vastly underestimating just how complex they are? The vast chunk of "working on it" is going to be non-physical, i.e. scoping, documenting, reasoning, designing and deciding. Personally I wouldn't expect to see any visible signs of progress for 4-5 years from when they [actually] started working on it. And once the build process starts there'll be holdups due to "damn, we didn't think of that" moments and plenty of other delay due to mission creep.

 

On the whole (including CSR issues etc) There's a Herculean task in front of Jason and there'll be times when he doubts his own sanity. But as long as he can stick with what he says he's going to be doing, and as long as the board of directors retain faith in him, I believe the company will get there. Unfortunately for Vodafone customers, all this means there's still plenty of pain to come over the next few years at least.

 

 

My client took 5 years to migrate to a new billing system. They were running a number of systems (CRM/plant/receivables/digital tv/ prepay & postpay cellular with tap roaming/ pots / 3rd party billing for other networks) and it was highly complex to integrate.  Although, it was done in phases so it wasn't like 5 years before anything went live.   

 

Seeming little things can take a long time to resolve, when custom mods are required. 

 

Then, there are  regulatory hurdles on top, as new digital security rules were being mandated by the government. 

 

 

 

 

 

 


 
 
 
 


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  # 2292017 8-Aug-2019 06:39
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As someone who has ran one of these projects to merge legacy systems and remove the application hopping.. I can absolutely confirm its a long task.

Add to that the fact that Vodafone also have multiple billing systems in there and it becomes far more larger.


I've said it before on here before, JasonParis was at Spark for one of these. He will know both the horrors and the benefits to it very well and has already confirmed its progress.
I commend vf on the effort. Its a manoth task.




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


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  # 2292398 8-Aug-2019 15:57
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surfisup1000:

Dratsab:


matisyahu: Around a year ago I asked Jason Paris on Twitter when we might see a unified billing system and he replied that Vodafone was working on it. One year later and it still hasn't launched.  I don't want to sound negative but assuming that it was in development a year before my twitter and it has been a year since that week thus a total of 2 years I have to ask what on earth is happening at Vodafone.


That's a rather grand assumption to be making. Are you at all familiar with the scale of the multiple [disparate] systems involved or are you vastly underestimating just how complex they are? The vast chunk of "working on it" is going to be non-physical, i.e. scoping, documenting, reasoning, designing and deciding. Personally I wouldn't expect to see any visible signs of progress for 4-5 years from when they [actually] started working on it. And once the build process starts there'll be holdups due to "damn, we didn't think of that" moments and plenty of other delay due to mission creep.


On the whole (including CSR issues etc) There's a Herculean task in front of Jason and there'll be times when he doubts his own sanity. But as long as he can stick with what he says he's going to be doing, and as long as the board of directors retain faith in him, I believe the company will get there. Unfortunately for Vodafone customers, all this means there's still plenty of pain to come over the next few years at least.



My client took 5 years to migrate to a new billing system. They were running a number of systems (CRM/plant/receivables/digital tv/ prepay & postpay cellular with tap roaming/ pots / 3rd party billing for other networks) and it was highly complex to integrate.  Although, it was done in phases so it wasn't like 5 years before anything went live.   


Seeming little things can take a long time to resolve, when custom mods are required. 


Then, there are  regulatory hurdles on top, as new digital security rules were being mandated by the government. 


 


 


 



The problem is that customer service or phone support is not seen as a career job in NZ so people are in it only temporarily as either a stepping stone or between jobs and so it's hard to retain good competent staff

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  # 2292433 8-Aug-2019 17:01
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Gerg:
surfisup1000:

Dratsab:


matisyahu: Around a year ago I asked Jason Paris on Twitter when we might see a unified billing system and he replied that Vodafone was working on it. One year later and it still hasn't launched.  I don't want to sound negative but assuming that it was in development a year before my twitter and it has been a year since that week thus a total of 2 years I have to ask what on earth is happening at Vodafone.


That's a rather grand assumption to be making. Are you at all familiar with the scale of the multiple [disparate] systems involved or are you vastly underestimating just how complex they are? The vast chunk of "working on it" is going to be non-physical, i.e. scoping, documenting, reasoning, designing and deciding. Personally I wouldn't expect to see any visible signs of progress for 4-5 years from when they [actually] started working on it. And once the build process starts there'll be holdups due to "damn, we didn't think of that" moments and plenty of other delay due to mission creep.


On the whole (including CSR issues etc) There's a Herculean task in front of Jason and there'll be times when he doubts his own sanity. But as long as he can stick with what he says he's going to be doing, and as long as the board of directors retain faith in him, I believe the company will get there. Unfortunately for Vodafone customers, all this means there's still plenty of pain to come over the next few years at least.



My client took 5 years to migrate to a new billing system. They were running a number of systems (CRM/plant/receivables/digital tv/ prepay & postpay cellular with tap roaming/ pots / 3rd party billing for other networks) and it was highly complex to integrate.  Although, it was done in phases so it wasn't like 5 years before anything went live.   


Seeming little things can take a long time to resolve, when custom mods are required. 


Then, there are  regulatory hurdles on top, as new digital security rules were being mandated by the government. 


 


 


 



The problem is that customer service or phone support is not seen as a career job in NZ so people are in it only temporarily as either a stepping stone or between jobs and so it's hard to retain good competent staff


It could be if business gave opportunities to people returning to the work force or people near retirement age.

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  # 2292434 8-Aug-2019 17:01
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Gerg:
surfisup1000:

Dratsab:


matisyahu: Around a year ago I asked Jason Paris on Twitter when we might see a unified billing system and he replied that Vodafone was working on it. One year later and it still hasn't launched.  I don't want to sound negative but assuming that it was in development a year before my twitter and it has been a year since that week thus a total of 2 years I have to ask what on earth is happening at Vodafone.


That's a rather grand assumption to be making. Are you at all familiar with the scale of the multiple [disparate] systems involved or are you vastly underestimating just how complex they are? The vast chunk of "working on it" is going to be non-physical, i.e. scoping, documenting, reasoning, designing and deciding. Personally I wouldn't expect to see any visible signs of progress for 4-5 years from when they [actually] started working on it. And once the build process starts there'll be holdups due to "damn, we didn't think of that" moments and plenty of other delay due to mission creep.


On the whole (including CSR issues etc) There's a Herculean task in front of Jason and there'll be times when he doubts his own sanity. But as long as he can stick with what he says he's going to be doing, and as long as the board of directors retain faith in him, I believe the company will get there. Unfortunately for Vodafone customers, all this means there's still plenty of pain to come over the next few years at least.



My client took 5 years to migrate to a new billing system. They were running a number of systems (CRM/plant/receivables/digital tv/ prepay & postpay cellular with tap roaming/ pots / 3rd party billing for other networks) and it was highly complex to integrate.  Although, it was done in phases so it wasn't like 5 years before anything went live.   


Seeming little things can take a long time to resolve, when custom mods are required. 


Then, there are  regulatory hurdles on top, as new digital security rules were being mandated by the government. 


 


 


 



The problem is that customer service or phone support is not seen as a career job in NZ so people are in it only temporarily as either a stepping stone or between jobs and so it's hard to retain good competent staff


It could be if business gave opportunities to people returning to the work force or people near retirement age.

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  # 2301979 19-Aug-2019 21:12
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Well done to Jason for taking appropriate action as shown by tonights FairGo programme.

 

However, I am disappointed by the lack of acknowledgement of results shown from Jason's commitments last week by FairGo. 

 

(No, I'm not a Vodafone customer, but believe in "credit where credit is deserved"!


 
 
 
 


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  # 2301982 19-Aug-2019 21:21
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Has anyone heard if the new call centre is doing better? Are calls being routed there already?


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  # 2302003 19-Aug-2019 22:37
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I called them today. I asked when my current contract expired and what the ETF was so I could attempt a re-sign and get the new Note 10+. He couldn't understand me and asked me to repeat myself a couple of times, and then went away to find out, after 20 minutes of waiting I hung up.

 

I hope that's not the new call centre.


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  # 2302005 19-Aug-2019 22:53
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Yikes, I hope not too. Did the call sound like it was routed overseas?


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  # 2302006 19-Aug-2019 23:01
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quickymart:

 

Yikes, I hope not too. Did the call sound like it was routed overseas?

 

 

Yes. The gentleman I spoke to had a reasonably thick accent but was understandable, but seemed slightly... irritable? It's possible the length of time was related to the fact I am normally account managed by my AM was sick so I thought I'd chance my arm.

 

 

 

 


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  # 2302463 20-Aug-2019 17:40
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msukiwi:

 

Well done to Jason for taking appropriate action as shown by tonights FairGo programme.

 

However, I am disappointed by the lack of acknowledgement of results shown from Jason's commitments last week by FairGo. 

 

(No, I'm not a Vodafone customer, but believe in "credit where credit is deserved"!

 

 

That's just the format of FairGo - always has been that way

 

People tend to moan a lot when there are problems, you don't hear much at all when something's going great or something's actually been carried out to fix something that was promised..


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