[TelstraClear] Is Helpdesk Coming To The Home of Broadband

Forums › One NZ (including Farmside) › [TelstraClear] Is Helpdesk Coming To The Home of Broadband - New Zealand?

DonGould

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#93491 22-Nov-2011 21:57

http://www.geekzone.co.nz/forums.asp?forumid=75&topicid=93481&page_no=1#

"Are you available to start 16th January 2012? "

Gary,

Does this job ad mean that the Level One helpdesk is on its way home from it's overseas vacation and Telstra, in New Zealand, is going to step up to help addressing youth employment in New Zealand by employing local New Zealanders to work for New Zealanders serving New Zealand customers?

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#548675 22-Nov-2011 22:53

i applied for this job, wish me luck haha :P

DonGould

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#548676 22-Nov-2011 22:55

l43a2: i applied for this job, wish me luck haha :P

Good luck! :)

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#548677 22-Nov-2011 22:55

Good luck!

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insane

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#548702 23-Nov-2011 01:26

It's a very well written advertisement, and I'm told they pay quite well compared to some other ISPs.

Question is why does each service provider have to learn that a local helpdesk is simply better? You'd think they'd learn from competitors mistakes. Guess it's what happens when bean counters run companies.

nate

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#548768 23-Nov-2011 09:52

If any of their management team had tried calling their completely and utter crap overseas helpdesk, they would've swapped back much much sooner.

MikeB4

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#548776 23-Nov-2011 10:10

When I managed IT Support units I would ring the Support Desk at least monthly to experience what the customers experienced.

Here is a crazy notion, lets give peace a chance.

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#548797 23-Nov-2011 10:32

insane: Question is why does each service provider have to learn that a local helpdesk is simply better?

Some helpdesks are local and always have been, and won't change. :)

DonGould

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#549073 23-Nov-2011 21:34

nate: If any of their management team had tried calling their completely and utter crap overseas helpdesk, they would've swapped back much much sooner.

It's are ally interesting question, and I really do mean 'interesting'.

I've had a couple of chats with a contact in Australia who commented a number of times that these are lessons that they've learnt the hard way and it's cost Telstra a fortune to buy back the customers though marketing, customers they already had but lost though poor customer service.

In the US, companies are now marketing the fact that they have a US based customer service team.

Someone talked about the bean counters running the show and the impact it has. I thought bean counters put a value on good will and brand value and marketing costs. So I really don't understand the bean counter comments at all.

I tell you what I'd really love to know, and I know we/I never will, but I'd love to know just how much sending the call center to Minallia saved and just how much it has cost in lost revenue and is going to cost in marketing costs just to win some customers back?

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th3r3turn

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#549076 23-Nov-2011 21:39

9hr shifts! dam!

quickymart

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#549141 23-Nov-2011 23:43

I used to do this job. There's a 1-hour break in the middle (from memory), probably hence why it's advertised as 9 hours.

l43a2

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#549142 23-Nov-2011 23:45

tcl didnt want me for this job :( sucks... i could of been an awesome support specialist :) o well

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DonGould

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#549234 24-Nov-2011 09:54

l43a2: tcl didnt want me for this job :( sucks... i could of been an awesome support specialist :) o well

I guessing they saw your GZ profile and the uber speed test results ;)

Ok being serious for a second, did they give any reason for rejecting your application?

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#549324 24-Nov-2011 12:02

quickymart: I used to do this job. There's a 1-hour break in the middle (from memory), probably hence why it's advertised as 9 hours.

I used to work nine to five. With an hour break in the middle. Still counted as eight hours, total of 40 hours/week. You are saying this job is 45 hours/week?

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l43a2

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#549342 24-Nov-2011 12:24

DonGould:
l43a2: tcl didnt want me for this job :( sucks... i could of been an awesome support specialist :) o well

I guessing they saw your GZ profile and the uber speed test results ;)

Ok being serious for a second, did they give any reason for rejecting your application?

I can only assume its my lack of "experience in helpdesk"

DonGould

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#549415 24-Nov-2011 13:45

l43a2: I can only assume its my lack of "experience in helpdesk"

Oh. Do you might if I ask what training and qualifications you have that you thought you would be suitable for the job?

With youth unemployment running at 25%, I'm quite keen to understand more about why we're not employing locals on our helpdesks but shunting calls up to Manilla.

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