[TelstraClear] TelstraClear to get a call centre in Manila

Forums › One NZ (including Farmside) › [TelstraClear] TelstraClear to get a call centre in Manila

timestyles

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#60153 20-Apr-2010 18:57

with a loss of about 120 jobs. All I can say is good luck, it took me 8 minutes to cancel Call Minder with Telecom with their Philippine call centre.

From http://www.stuff.co.nz/business/industries/telecoms-it-media/3602199/TelstraClear-looks-to-cut-up-to-120-jobs

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#320825 20-Apr-2010 19:06

So that leaves Maxnet, Orcon, Actrix, Inspire, Xnet and ? with local call centers / helpdesks

Is Vodafone's offshore these days?

billgates

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#320826 20-Apr-2010 19:08

Ragnor: So that leaves Maxnet, Orcon, Actrix, Inspire, Xnet and ? with local call centers / helpdesks

Is Vodafone's offshore these days?

Landline and Broadband helpdesk with VF is still NZ based.

Do whatever you want to do man.

anatoki

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#320867 20-Apr-2010 19:59

TCL have been trialling this for a short while now. Many of the customer service calls are already routed there. Such a shame. Perhaps they'll use that money saved to finally release an HDTV service? ;P

amanzi

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#320881 20-Apr-2010 20:10

I wonder if this will speed up the waiting times? The call center staff are generally very friendly and they try to be helpful so it's a shame to hear that they are losing their jobs. Main problem with the TCL helpdesk has always been the long waiting times.

mattbush

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#320903 20-Apr-2010 20:37

billgates:
Ragnor: So that leaves Maxnet, Orcon, Actrix, Inspire, Xnet and ? with local call centers / helpdesks

Is Vodafone's offshore these days?

Landline and Broadband helpdesk with VF is still NZ based.

I called Vodafone last week to increase my callplan. The guy asked if i could call back the next day as all their systems were currently down and not expected to be up for another 20 hours.

I asked where he was and he said EGYPT!!!!!!
I then asked if i could be connected to a NZ person...which he did and within 3 minutes my plan was changed.

I am told VF have a call centre in Egypt and in NZ.

I believe all TCL need is a voice recording saying "working as intended".

alasta

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#320911 20-Apr-2010 20:50

mattbush: I called Vodafone last week to increase my callplan. The guy asked if i could call back the next day as all their systems were currently down and not expected to be up for another 20 hours.

I asked where he was and he said EGYPT!!!!!!

I called them this morning to make a change to my mobile broadband plan and was told that their systems were down and I would have to call again later today. It didn't occur to me that there might be a link between the overseas call centre and their constant system outages so your experience is certainly interesting.

It's also unfortunate that this afternoon Vodafone's web site was down, I couldn't call their 0800 number from a TelstraClear phone, and their 09 number had a long wait time, but I digress...

I don't believe in protectionist economies so I don't have a problem in principle with relocating call centres overseas but there appears to be overwhelming evidence that it has been a dismal failure so far for NZ telcos and on that basis I would personally favour providers who have opted to keep their customer service functions here in New Zealand.

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chiefie

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#320917 20-Apr-2010 20:53

I can say, TCL's CSR certainly hasn't improved in terms of responding to calls... a friend of mine had to call TCL helpdesk to get his cable connection's IP address settings... well waited for 30mins and still nowhere near...

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johnr

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#320923 20-Apr-2010 20:59

Wait till you try American express!

Buttonmash

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#320930 20-Apr-2010 21:04

anatoki: TCL have been trialling this for a short while now. Many of the customer service calls are already routed there. Such a shame. Perhaps they'll use that money saved to finally release an HDTV service? ;P

Since they'll be released at the same time, maybe they can bundle a free copy of Duke Nukem Forever with each sign up?

amanzi

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#320935 20-Apr-2010 21:07

You'd think that TCL would be focusing on trying to keep their customers, rather than cutting jobs.

chiefie

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#320943 20-Apr-2010 21:12

Buttonmash: ... free copy of Duke Nukem Forever with each sign up?

Isn't that canned like forever in the past?! Meant to be out on 1st April apparently - if they had made it to the gold.

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chiefie

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#320946 20-Apr-2010 21:14

amanzi: You'd think that TCL would be focusing on trying to keep their customers, rather than cutting jobs.

Kinda sad to think this... but perhaps TCL won't have too much longer to go... with big delay on HDPVR, poor YouTube, 120 jobs going, hardly and presence on mobile front... what else do they still have left to keep the customers' faith?

When is the inevitable that TCL seeing the boot or close up shop?

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#320996 20-Apr-2010 21:52

couldnt resist the opportunity to post this link again:
"telstra moves call center to india"
http://www.youtube.com/watch?v=_so4mI7Nia8

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#320998 20-Apr-2010 21:54

johnr: Wait till you try American express!

last few times i called amex i've been through pretty much instantly. (calling during aussie business hours, got aussie call center rep)

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#321036 20-Apr-2010 22:32

chiefie:
amanzi: You'd think that TCL would be focusing on trying to keep their customers, rather than cutting jobs.

Kinda sad to think this... but perhaps TCL won't have too much longer to go... with big delay on HDPVR, poor YouTube, 120 jobs going, hardly and presence on mobile front... what else do they still have left to keep the customers' faith?

You're absolutely right - My opinion towards them has been on a slippery slope for a while, that's for sure!
A topic was opened on their clearnetdeluxe discussion boards but was quickly closed tonight, sad that they wont let us voice our opinions over there... as customers.

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