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  Reply # 321061 20-Apr-2010 23:38
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johnr: Wait till you try American express!


I'm not sure where their contact centre is but my experience with american and canadian call centres is that their staff are very polite, well trained and take business seriously. a Stark contrast to your average large ISP helpdesk

In relation to the OP though, I used to have to call the Telstraclear select faults Premium team regulary, they were usually good when you got through to them so I hope they are not affected by this.




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  Reply # 321700 22-Apr-2010 14:53
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Ping:
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.




Mate, what are you talking about? Zarkov, the forum administrator who had a no ISP bashing policy from ICONZ days was simply confused - We've let him know that we're all for open, honest discussion about TelstraClear, postive or negative.

Thread was closed for 40 minutes till we realised and let Zarkov know.

http://forums.on3network.co.nz/index.php/topic,71719.0.html

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  Reply # 321702 22-Apr-2010 15:06
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Ragnor: So that leaves Maxnet, Orcon, Actrix, Inspire, Xnet and ? with local call centers / helpdesks

Is Vodafone's offshore these days? 


..Erm... and 2degrees. Our 80-seat call centre is based in Auckland, we handle 100% of our calls through this centre - which is around 720,000 calls per annum. We're also answering calls, responding to emails and corresponding via webchat 24-hours a day, seven days a week. Oh, and we don't charge our customers to contact us - it's free. 

thanks




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  Reply # 321733 22-Apr-2010 15:46
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 Oh, and we don't charge our customers to contact us - it's free.



Why is that special?  I mean what sort of a company would charge its customers for calling their helpdesk?


Oh......




*Edit - To clarify this was my thought process when I read your post. 

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  Reply # 321754 22-Apr-2010 16:08
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Ragnor: So that leaves Maxnet, Orcon, Actrix, Inspire, Xnet and ? with local call centers / helpdesks

Is Vodafone's offshore these days? 

Lets not forget slingshot and snap. Slingshot has a fair proportion of different ethnicities, but it is in Auckland.

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  Reply # 322383 24-Apr-2010 15:09
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I phoned up Telstra clear this morning to find out when my contract finishes as have been getting shocking boadband speeds at home- got told the wait was 38 minutes before i coulkd speak to anyone- stuff that.

Cant wait for my contract to finish so I can go elsewhere

BDFL - Memuneh
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  Reply # 322386 24-Apr-2010 15:15
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Buttonmash:
 Oh, and we don't charge our customers to contact us - it's free.



Why is that special?  I mean what sort of a company would charge its customers for calling their helpdesk?


Oh......


*Edit - To clarify this was my thought process when I read your post. 


For people reading this in a distant future, he was talking about Vodafone New Zealand, charging a $1 fee from prepay customers calling their help desk.




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  Reply # 329927 13-May-2010 21:11
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Oh well time to leave - I prefer to be with a service that supports Kiwi jobs. Thanks for the earlier posts of services with NZ help desks.

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  Reply # 329937 13-May-2010 21:54
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Buttonmash:
 Oh, and we don't charge our customers to contact us - it's free.



Why is that special?  I mean what sort of a company would charge its customers for calling their helpdesk?


Oh......




*Edit - To clarify this was my thought process when I read your post. 


This is prob a bad example but the only way to talk to the ppl running nakedbus.com is calling an 0900 number, no good if the bus is real late and everyone waiting only has prepay mobile phones! 

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  Reply # 329939 13-May-2010 21:59
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Reading this thread makes me really glad I don't work there anymore (which was quite a few years ago). Wait times were horrific then - I'm not surprised in the slightest that nothing has changed.

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  Reply # 329942 13-May-2010 22:19
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quickymart: Reading this thread makes me really glad I don't work there anymore (which was quite a few years ago). Wait times were horrific then - I'm not surprised in the slightest that nothing has changed.


TelstraClear has my personal wait time record which is 70 mins 

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  Reply # 331473 18-May-2010 17:16
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Just heard on Radio Live - Telstra Clear will be closing down its Kapiti call centre (but leaving Christchurch running) and outsourcing calls to the Phillippines.

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  Reply # 331510 18-May-2010 18:05
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Link to stuff.co.nz here 

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  Reply # 332015 19-May-2010 23:07
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Wouldn't it be sensible for TelstraClear to keep the Kapiti staff employed until the wait time is less than 5 minutes?  (That way the staff will keep their jobs for a very long time.....)

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  Reply # 332016 19-May-2010 23:14

freitasm:
Buttonmash:
 Oh, and we don't charge our customers to contact us - it's free.



Why is that special?  I mean what sort of a company would charge its customers for calling their helpdesk?


Oh......


*Edit - To clarify this was my thought process when I read your post. 


For people reading this in a distant future, he was talking about Vodafone New Zealand, charging a $1 fee from prepay customers calling their help desk.


I am surprised they haven't reversed that yet, as they are losing a lot of prepay customers to 2D according to the media. I switched both my parents to 2D, and they are very happy. The cost to call support was one of the reasons,  as out of principle they didn't think that was right. The fact 2D are using NZ call centres is also an advantage, as is the call and txt savings.

People do want cheaper services, and as staffing is a significant expense, it does make sense to subcontract out to cheaper wage countries. Nike has been doing it for decades.

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