Vodafone's call centre staff may be reduced...

Forums › One New Zealand (including Vodafone, WxC, Farmside) › Vodafone's call centre staff may be reduced...

freitasm

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#69993 16-Oct-2010 09:22

According to a story on New Zealand Herald today, "Spruced up customer service technology at Vodafone could mean a cut to the company's call centre staff."

Vodafone has been upgrading the self-help services available to its mobile customers and is expecting fewer calls to its call centre staff.

The telco has dropped its unpopular $1 per call charge for prepay users calling customer service.

Vodafone spokesman Paul Brislen said the company was "rebalancing" its relationship with Salmat.

Chief executive of Salmat's contact centre division, Andrew Hume, said the adjustment process was typical in an outsourcing business when a client's volumes changed.

He said about 200 staff were employed to answer calls from Vodafone's customers.

The pesssimist inside tells me waiting times are set to grow...

heavenlywild

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#392502 16-Oct-2010 10:12

No doubt the waiting times will grow. I would rather pay that dollar to not wait vs waiting for 20mins+.

VFNZPaulBrislen

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#392520 16-Oct-2010 11:28

Actually the story doesn't say Vodafone is reducing its call centre staff at all.

We are currently recruiting extra staff - I think our vacancy list is about 25 at the moment.

Edit: Here's the link to Vodafone recruiting for fixed and broadband call centre staff: our rates are quite good - from $39k (no experience) plus you get bonus, health insurance, life insurance, retirement scheme, mobile phone and bills paid for and some other stuff too.

Instead, Salmat, one of our outsourcing partners, is receiving fewer incoming calls to the call centre (down quite significantly over this time last year and part of an ongoing trend) so Salmat is looking to rebalance its numbers (do we need so many on incoming calls, will we be better off with them on sales outbound calling etc) and if you read the whole story you'll see even then they aren't expecting any layoffs but simply reduce numbers (if needed) through normal churn.

Still, the headline does make for an entertaining read.

Cheers

Paul

Paul Brislen
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#393014 18-Oct-2010 08:03

Haha! Yeah made sure I read the article in full. The headline is very interesting compared to what the story actually is.

johnr

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#393022 18-Oct-2010 08:25

During the Month of your Birthday you can take a day off work on Vodafone

billgates

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#393044 18-Oct-2010 09:21

^ thanks for coming back john. good to see you back here.

Do whatever you want to do man.

xpd

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#393056 18-Oct-2010 09:58

Vodafone turned me down for a job a few years ago (probably about 7years )as a call center CSR...not enough experience was the reason I got given.

3 years at IHUG helpdesk and 1 year at Quicksilver Internet not enough......

Times have obviously changed ;)

PS: Welcome back John :)

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#393242 18-Oct-2010 16:46

John! YAY! Great to see you back!! :)

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#393256 18-Oct-2010 17:33

xpd: Vodafone turned me down for a job a few years ago (probably about 7years )as a call center CSR...not enough experience was the reason I got given.

3 years at IHUG helpdesk and 1 year at Quicksilver Internet not enough......

Times have obviously changed ;)

PS: Welcome back John :)

I got turned down when I was at Uni, had hospitality industry experience (both as front and back of house staff) and thought transferrable skills would apply to CSR.

Being paid significantly more now it comes to show that time has changed.