Vodafone New Zealand Egyptian call centre status

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freitasm

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#76258 31-Jan-2011 17:09

Vodafone New Zealand will host a conference call for the media 1st February 10am with an update on actions they are taken to cover the disruption caused at its Egyptian call centre due to civil unrest in that country.

I will try and post an update here tomorrow morning after the call.

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Ultimate Geek

#433321 31-Jan-2011 17:14

Outsourcing. Always works out brilliantly.

ajobbins

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#433324 31-Jan-2011 17:20

Johnr says 90% of 1st level support is in NZ anyway, so any issues with Cairo shouldn't be hugely impacting ;)

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GH33

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#433350 31-Jan-2011 19:07

Vodafone/Ihug fixed line and broadband teams are based in Auckland. That was what johnr was referring to based on its topic. People like to play the guessing game, I wouldn't be surprised they guesses are incorrect most of the time.

nzbnw

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#433352 31-Jan-2011 19:19

maknz: Outsourcing. Always works out brilliantly.

I know this is nit picking, but as they are Vodafone Employee's (IIRC) would you really call this outsourcing? Off-shoring yes.

nzbnw

Kyanar

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#433357 31-Jan-2011 19:36

nzbnw:
maknz: Outsourcing. Always works out brilliantly.

I know this is nit picking, but as they are Vodafone Employee's (IIRC) would you really call this outsourcing? Off-shoring yes.

nzbnw

In "buzzwordese", I believe the word you're looking for is "consolidation".

hamistheman

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#433561 1-Feb-2011 09:56

from : http://www.stuff.co.nz/world/middle-east/4601759/Kiwis-trapped-in-Cairo-slam-embassy-advice

UNREST CUTS VODAFONE HELPLINE

Vodafone customers face delays getting phone support after its Cairo-based call centre was forced to close because of Egypt's civil unrest.

Vodafone New Zealand began outsourcing some of its customer service operations to its sister company in Egypt in 2007 under an arrangement that was lambasted by unions but lauded by former prime minister Helen Clark as an example of Kiwi-Arab co-operation.

The Cairo call centre employs about 180 staff handling thousands of calls a day from New Zealanders.

Company spokesman Tom Chignell said most of the Cairo staff were shift workers who worked at night answering calls made during the daytime in New Zealand. Many had difficulties getting to work on Friday and Saturday because of a Government curfew and the "general conditions" in the strife-torn country.

A decision was made on Sunday to close the centre indefinitely out of concern for staff safety. "It is a rapidly changing and pretty dodgy situation there at the moment."

Most of the support calls handled in Egypt were from pre-pay customers rather than businesses, Mr Chignell said.

The company's three New Zealand call centres had taken up some of the slack and delays were "not too bad", but problems could continue as people returned to work in Auckland today following anniversary day, he said.

freitasm

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#433562 1-Feb-2011 09:58

On the conference call now. Updating below as the call progresses:

First concern has been well being of Vodafone people on the ground.
180 people on Vodafone Egypt looks after prepay and on account customers for Vodafone New Zealand.
Call centre operation for Vodafone New Zealand is on night time in Egypt. Curfew has forced shutdown of operations.
Things are relatively back to normal.
Vodafone has increased capacity of New Zealand-based call centre.
Over 100 people to help local centre, including company volunteers.
Operating to ensure they can support customers.
Vodafone tried contacting customers currently roaming in Egypt.
Vodafone is providing seven days of free roaming to customers in Egypt.
Network was switched off during last weekend on request of government, but back now.
Securing additional staff initially on a two to three month contract.
Customers were contacted via SMS. Some people replied to contact. Also tried to contact by voice, only four or five were reachable.
There's no confirmation the Vodafone building in Cairo is damaged.
Vodafone New Zealand staff located in Cairo have been evacuated (two plus families).
About 25% of calls were answered by Cairo call centre. Vodafone New Zealand has three contact centre in New Zealand.

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hamistheman

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#433597 1-Feb-2011 10:55

Hey ....

From the interview......

"Vodafone Egypt looks after prepay and on account customers "

From the article ...
"Most of the support calls handled in Egypt were from pre-pay customers rather than businesses, Mr Chignell said."

I wonder if the 'official line' is that egypt is mostly prepay .... the times i've called recently i THINK i've gone to cairo .... there was a LOT of background noise, which is all I'm basing that on ... (I'm on account)

"Securing additional staff initially on a two to three month contract." - i'm assuming that they're talking about nz people ?

Also .... how did you keep updating your post is there an edit button I'm missing or is that an admin right ?

Cheers,
H

freitasm

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#433601 1-Feb-2011 11:01

hamistheman: "Securing additional staff initially on a two to three month contract." - i'm assuming that they're talking about nz people ?

Correct, New Zealand people for its local contact centres.

hamistheman: Also .... how did you keep updating your post is there an edit button I'm missing or is that an admin right ?

Everyone's got an EDIT button for their own posts. EDIT is only available for 15 minutes to normal users.

freitasm

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#433602 1-Feb-2011 11:02

Press release just received:

Vodafone expands Auckland contact centre following Egypt crisis
Vodafone New Zealand has increased its New Zealand contact centre capacity in the wake of the political unrest in Egypt, which has forced one of its contact centres to temporarily close.

The Vodafone Egypt contact centre is one of Vodafone New Zealand’s four contact centres and handles customer service calls relating to consumer on-account and prepay mobile customers.

Vodafone New Zealand Director of Service Kelly Moore says the company’s first concern has been for its people’s wellbeing in Egypt.

“We fully support the Vodafone Egypt management decision to ask their people to stay at home for the time being. We are in close contact with the two Vodafone New Zealand team members who are working in Cairo. We are pleased to report as of this morning they have both been evacuated from the country and are safe with their families.”

Ms Moore says the company has been doing everything it can to restore a normal service to its New Zealand customers by activating its continuity plan.

“We have been working as fast as we can to increase the number of personnel at our Auckland contact centres to cover for the disruption to our service in Egypt. It really has been a matter of all hands to the pump with support coming from staff across the business and suppliers to provide the people and equipment required to scale up the resources in our Auckland contact centres,” says Ms Moore.

A number of Vodafone staff responded to a company-wide text message calling for support to man the newly expanded Auckland contact centre, with many receiving refresher training over the weekend to ensure they are up to speed with the latest services.

“We are currently aware of 31 Vodafone New Zealand customers roaming in Egypt and have been contacting them to check they are safe and to give them contact details for local support services at the NZ Embassy and MFAT in Wellington. All of their roaming charges have also been waived.

“We are monitoring the situation on a regular basis but at this time cannot predict how long the Egypt call centre will be out of action.

“Our hearts and minds are with the families and friends of those who are affected by the situation in Egypt and we hope for peace to be restored as fast as possible,” adds Ms Moore.

ajobbins

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#433644 1-Feb-2011 12:42

hamistheman: Hey ....

From the interview......

"Vodafone Egypt looks after prepay and on account customers "

From the article ...
"Most of the support calls handled in Egypt were from pre-pay customers rather than businesses, Mr Chignell said."

I wonder if the 'official line' is that egypt is mostly prepay .... the times i've called recently i THINK i've gone to cairo .... there was a LOT of background noise, which is all I'm basing that on ... (I'm on account)

"Securing additional staff initially on a two to three month contract." - i'm assuming that they're talking about nz people ?

Also .... how did you keep updating your post is there an edit button I'm missing or is that an admin right ?

Cheers,
H

Business now have the 888 line, however I don't know if this is just for "Corporate" customers, or any business accounts. My experience is that if I call 777 (From my phone on a corporate plan) I get Cairo, and if I call 888 I assume I will get NZ (Haven't had to yet since we were given the 888 number a couple of months ago)

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ajobbins

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#433646 1-Feb-2011 12:44

freitasm: On the conference call now. Updating below as the call progresses:
...
About 25% of calls were answered by Cairo call centre. Vodafone New Zealand has three contact centre in New Zealand.

I assume this is 25% of calls across ALL of their products (Fixed lines, Internet, Mobile etc). My experience would indicate that if you call the 777 line for mobile support, even from a business phone, you get Cairo 100% of the time (Based on 10 or 12 calls in the last 18 months or so)

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freitasm

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#433647 1-Feb-2011 12:45

The information was that Cairo handled prepay and on account. There was no distinction if on account was consumer only or a mix of consumer and business.

quickymart

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#433863 1-Feb-2011 19:15

Where are their contact centres here? Auckland CBD, Manukau, and...?
I thought they were looking at opening one in Wellington a few years ago?

johnr

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#433889 1-Feb-2011 19:57

JohnR was doing a job today I did many years ago and will be doing this till I don't know when but we are all chipping in to our best to look after #1...The customer.

I know a IN design Engineer that was on the phone today taking calls supporting our customers prepay / postpay

We all had a ball and Vodafone made sure there were plenty of snacks for us to

JohnR

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