Orcon now contract out their tech call centre to the Phillipines...

Forums › Vocus (including Slingshot, Orcon, Flip, Stuff Fibre and CallPlus) › Orcon now contract out their tech call centre to the Phillipines...

brookz

215 posts

Master Geek

#114609 25-Feb-2013 15:14

Anyone else have a problem with a New Zealand owned company contracting out their tech call centre to the Phillipines with our country in such a bad shape in terms of unemployment? They barely speak clear english and Allways talk to you off a script. I moved house and boy was it a mission. Even the New Zealand lady I talked to afterwards said she had no idea what she had done. So just some food fr thought. Also on a side note my internet is down after only a week of moving in and after days of degraded service.

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458 posts

Ultimate Geek

Trusted

#768963 25-Feb-2013 15:20

This is a world wide thing to outsource basic callcenter activity's to country's where employments is cheep as.... Remember ISP's in New Zealand are profit organisations and outsourcing the functions like this means more profit for the investors.

Yes it's going to annoy some customers of that company and take jobs away from NZ'ers but its the bitter truth.

---------------------------------------------------------------
Nebukadnessar

brookz

215 posts

Master Geek

#768966 25-Feb-2013 15:30

It wouldn't be as much of a problem if they were acrually competant but in this case they are horrile. It is as if they emailed them a script and said go for gold.

brookz

215 posts

Master Geek

#768967 25-Feb-2013 15:31

Sorry for fail iphone buttons

Oriphix

516 posts

Ultimate Geek

#768972 25-Feb-2013 15:36

I believe that you can ask to speak to someone in NZ.

Ragnor

8035 posts

Uber Geek

Trusted

#768973 25-Feb-2013 15:38

Change ISP to support one that has NZ based call centre.

I believe Maxnet/Fyx, Snap and Xnet have 100% NZ call centre. Vodafone, Telstraclear Telecom have part NZ part outsourced overseas.

/problem solved

Oriphix

516 posts

Ultimate Geek

#768975 25-Feb-2013 15:45

Ragnor: Change ISP to support one that has NZ based call centre.

I believe Maxnet/Fyx, Snap and Xnet have 100% NZ call centre. Vodafone, Telstraclear Telecom have part NZ part outsourced overseas.

/problem solved

I must say that even thought I am a Orcon customer Snap's CSR are top notch. I called to inquire about the service and the CSR went above and beyond to help me. And he wasn't trying to sell me it either he was telling me pro's and con's and what will save me money etc. Very impressed if I ever move from Orcon that's where I will be going.

brookz

215 posts

Master Geek

#768994 25-Feb-2013 16:15

Trying to find out why my internet is borked atm only to get no where with a clueless phillipino guy, I am in no way a racist so please don't take it that way.

johnr

19282 posts

Uber Geek
Inactive user

#769000 25-Feb-2013 16:24

Ragnor: Change ISP to support one that has NZ based call centre.

I believe Maxnet/Fyx, Snap and Xnet have 100% NZ call centre. Vodafone, Telstraclear Telecom have part NZ part outsourced overseas.

/problem solved

Vodafone NZ is 100% NZ based over 3 sites in Auckland and all Vodafone NZ employed mobile and fixed line

I am sure I have pointed this out more than once to you

brookz

215 posts

Master Geek

#769015 25-Feb-2013 16:55

30mins later and I finally got them to divert calls to my cellphone, silly voip.

tardtasticx

3013 posts

Uber Geek

#769027 25-Feb-2013 17:13

Money is money, they're always going to go with the cheapest option that works, and just a little tip, most call centres opperate on some sort of script anyway because consistency is professional and it makes finding the information a lot easier because you're usually able to help straight away as apposed to going to hunt for info from many people (from my experience in a call centre as well as friends working in tech call centres)

Patience goes a long way too, they're probably new to the job or new with that problem and need a little more time to suss their way around it, they wouldn't be in the job otherwise and I doubt Orcon would employ the company if they were going to have these massive issues with them. Oh yeh, and being nice to your fellow humans might get a faster response, people generally like that too.

Bachelor of Computing Systems (2015)

Late 2013 MacBook Pro with Retina Display (4GB/2.4GHz i5/128GB SSD) - HP DV6 (8GB/2.8GHz i7/120GB SSD + 750GB HDD)
iPhone 6S + (64GB/Gold/Vodafone NZ) - Xperia Z C6603 (16GB/White/Spark NZ)

Sam, Auckland

nickb800

2393 posts

Uber Geek

Trusted

#770021 25-Feb-2013 17:38

Devils advocate: At least Orcon is an SOE, so that when they do silly things like outsourcing their call centre at the expense of customer service, it contributes towards a lower taxes.

Totally agree about the service level though - it is really bad, and their script is really narrow so if you have a slightly less than common problem, they just regurgitate some useless line off their script to you. Orcon has had a sensational growth period, and it appears they are struggling across their business to keep service levels up.

Slingshot, for all their faults, has a 100% NZ call center.

deadlyllama

988 posts

Ultimate Geek

#770040 25-Feb-2013 18:33

johnr:
Ragnor: Change ISP to support one that has NZ based call centre.

I believe Maxnet/Fyx, Snap and Xnet have 100% NZ call centre. Vodafone, Telstraclear Telecom have part NZ part outsourced overseas.

/problem solved

Vodafone NZ is 100% NZ based over 3 sites in Auckland and all Vodafone NZ employed mobile and fixed line

I am sure I have pointed this out more than once to you

Ah, if only they had such a call centre when they lost me as a customer.

That's part of the problem of cheaping out. Your brand gets a bad smell, rather like Wanganui. It takes a long time for the smell to dissapate, even if you flush your overseas callcentre out to sea (ok I may be stretching the metaphor a little). Yeah, it's annoying when people repeat their memories that no longer apply. Think of it as your stay in purgatory to pay for your (employer's) outsourcing sins.

Kyanar

3158 posts

Uber Geek

Trusted

Subscriber

#770166 25-Feb-2013 22:22

nickb800: Devils advocate: At least Orcon is an SOE, so that when they do silly things like outsourcing their call centre at the expense of customer service, it contributes towards a lower taxes.

No it doesn't. The government doesn't fix their spending to their income, they spend as much as they want to and damn the consequences.

Personally, I too have experienced the incompetence of the Orcon contact centre. Being a business customer, I had access to the only NZ based call centre they have left (business customers receive NZ based support) but be damned if they're not only open Monday to Tuesday 3 to 4 PM.

brookz

215 posts

Master Geek

#770188 25-Feb-2013 22:54

Had a prick of a day talking to these incompetent clowns today.

richms

23282 posts

Uber Geek

Trusted

Subscriber

#770193 25-Feb-2013 23:03

Well next time you see someone banging on about raising the minimum wage and that insane idea of $18 living wage etc, thank them for your offshored call center experience.

Richard rich.ms

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