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Topic # 111146 25-Oct-2012 16:06
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Media Release
25 October, 2012

KORDIA AND ORCON JOIN FORCES

Combined business – Kordia New Zealand – positioned for strong growth

Kordia Group has today announced the integration of its two New Zealand telecommunications businesses, Kordia Networks and Orcon.

The business will be called Kordia New Zealand.

Group CEO Geoff Hunt says that on the back of 27% growth in Orcon and 16% growth in Kordia Networks in the year to June 2012, the Group has been evaluating the best format for its network business in anticipation of ongoing growth in a changed and more competitive telecommunications environment.

“Today’s announcement positions us to be solutions-led, combining the fast, innovative style of Orcon with the network quality of Kordia. It will create New Zealand’s most innovative and reliable provider of business-critical information services.

“The move will also enable us to eliminate the increasing duplication of network infrastructure and associated support staff. And as both businesses have developed services for business customers in parallel, the time is also right to rationalise the product set and present a simple, unified offering to this market,” he says.

Orcon will remain a key brand focussed on residential and small business customers.

“This is an exciting chapter for Kordia as we refine the network business for ongoing growth,” he says.

The CEO for the Kordia New Zealand business will be Scott Bartlett, who currently heads Orcon.

“Kordia New Zealand will have four areas of focus: media (broadcast and content management and delivery); advanced telecommunications services for business, specialised networks and internet services.”

Scott Bartlett says the Kordia New Zealand business will have a turnover of $161m and 320 staff.

“The Kordia standard of service will ultimately be applicable to all business customers and Orcon’s skills in speed to market capability for new products will provide leadership in moving forward,” he says.

The integration is proposed to follow a period of staff consultation which will see employees provide feedback on recommended changes before final decisions are made on the new structure.

Recommended changes include outsourcing Orcon’s remaining 50 Auckland call centre positions to New Zealand partner Datacom, to be resourced out of its Manila operation. There will be approximately nine redundancies across the rest of the business.

CEO Scott Bartlett says many affected call centre staff could find jobs at Australia’s second largest DSL broadband provider, iiNet, which operates a call centre in Auckland.


Issued for Kordia Group by Pead PR



About Kordia Group:
Kordia is a $400m turnover, high-growth company with 1400 staff across Australia and New Zealand.

Kordia owns an extensive telecommunications network in New Zealand and is the major provider of television and radio broadcast facilities. Kordia provides tailored network and technology solutions to enable customers to succeed.

In Australia, Kordia provides design, build and maintenance services to the broadcast and mobile telecommunications sectors as well as engineering services throughout the region.

The name Kordia comes from the Latin ‘accordia’ meaning harmony – bringing people and technology together as one.


(post on behalf of freitasm)

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  Reply # 706342 25-Oct-2012 16:12
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I'm sure that moving the call centre to Manila will prove extremely popular.

>.>

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  Reply # 706345 25-Oct-2012 16:19
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Behodar: I'm sure that moving the call centre to Manila will prove extremely popular.

>.>


Can Orcon's rep get any worse thou?

 
 
 
 


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  Reply # 706347 25-Oct-2012 16:21
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I hope they remain being as cheap.





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  Reply # 706348 25-Oct-2012 16:22
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Behodar: I'm sure that moving the call centre to Manila will prove extremely popular.

>.>


AFAIK they already have quite a bit of their call centre there.  This is just for the remaining few.

Slightly odd for an SOE to be shifting jobs overseas, but there you go.

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  Reply # 706349 25-Oct-2012 16:24
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NonprayingMantis:
Behodar: I'm sure that moving the call centre to Manila will prove extremely popular.

>.>


AFAIK they already have quite a bit of their call centre there.  This is just for the remaining few.

Slightly odd for an SOE to be shifting jobs overseas, but there you go.


Kordia should be privatized. It/Orcon are hardly monopolies.....





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  Reply # 706356 25-Oct-2012 16:29
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NonprayingMantis:
Behodar: I'm sure that moving the call centre to Manila will prove extremely popular.

>.>


AFAIK they already have quite a bit of their call centre there.  This is just for the remaining few.

Slightly odd for an SOE to be shifting jobs overseas, but there you go.


Does that mean if you ring Orcons ISP helpdesk you will soon be talking to people in Manila?

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  Reply # 706358 25-Oct-2012 16:33
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mattwnz:
NonprayingMantis:
Behodar: I'm sure that moving the call centre to Manila will prove extremely popular.

>.>


AFAIK they already have quite a bit of their call centre there.  This is just for the remaining few.

Slightly odd for an SOE to be shifting jobs overseas, but there you go.


Does that mean if you ring Orcons ISP helpdesk you will soon be talking to people in Manila?


It means you probably/possily already are, but at some point in the future you definitely will be.  Like I said, they already have some of their helpdesk over there now but will be moving the remaining ones over according to this announcement

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  Reply # 706362 25-Oct-2012 16:35
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So what I read is that they improved profitability by 16% last year and will be laying off 58 NZ staff.

I surprised they mentioned that last part in the press release.

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  Reply # 706363 25-Oct-2012 16:36
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NonprayingMantis:


In the past I have never spoken to anyone offshore, as they have always had kiwi accents. I think it is a strange move for a SOE.

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  Reply # 706364 25-Oct-2012 16:40
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Scott Bartlett as CEO = Failure in my opinion. Worst decision they could have made.


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  Reply # 706370 25-Oct-2012 16:43
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networkn: Scott Bartlett as CEO = Failure in my opinion. Worst decision they could have made.



How come?   I might not agree with his stance on a lot of stuff, but I think he is a good leader, and has driven quite a bit of innovation into the market forcing the other guys to keep on their toes.

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  Reply # 706379 25-Oct-2012 16:59
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There are lots of reasons, but under his leadership Orcons brand value has suffered considerably in my opinion. Orcon used to have excellent service and was a favourite among re-sellers like ourselves due to the highly trained nature and responsiveness of their staff. It has got worse and worse until we had no choice but to move our clients away to another provider, and repeated attempts to involve management (including Scott when things got particularly bad) saw him fob our concerns off to a mid level technical person completely unable to resolve issues. This wasn't a one off or isolated incident. Under Scotts leadership they have expanded massively without appropriate infrastructure internally to deal with things, (iServe was a prime example) and acquisitions were not resourced properly beyond the initial purchase meaning things went really badly.


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  Reply # 706412 25-Oct-2012 17:34
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networkn: There are lots of reasons, but under his leadership Orcons brand value has suffered considerably in my opinion. Orcon used to have excellent service and was a favourite among re-sellers like ourselves due to the highly trained nature and responsiveness of their staff. It has got worse and worse until we had no choice but to move our clients away to another provider, and repeated attempts to involve management (including Scott when things got particularly bad) saw him fob our concerns off to a mid level technical person completely unable to resolve issues. This wasn't a one off or isolated incident. Under Scotts leadership they have expanded massively without appropriate infrastructure internally to deal with things, (iServe was a prime example) and acquisitions were not resourced properly beyond the initial purchase meaning things went really badly.




QFT. Their growth has been way too fast for their internal business structure to continue providing a good service. Critical technical issues taking months for resolution and even basic things taking weeks. The concept of channeling EVERYTHING through account managers is also not a good structure as they often don't know the technicalities behind it and most of the info you get is from this board or your own investigations anyway.





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  Reply # 706808 26-Oct-2012 12:04
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networkn: There are lots of reasons, but under his leadership Orcons brand value has suffered considerably in my opinion. Orcon used to have excellent service and was a favourite among re-sellers like ourselves due to the highly trained nature and responsiveness of their staff. It has got worse and worse until we had no choice but to move our clients away to another provider, and repeated attempts to involve management (including Scott when things got particularly bad) saw him fob our concerns off to a mid level technical person completely unable to resolve issues. This wasn't a one off or isolated incident. Under Scotts leadership they have expanded massively without appropriate infrastructure internally to deal with things, (iServe was a prime example) and acquisitions were not resourced properly beyond the initial purchase meaning things went really badly.


I agree with your assessment of Orcon and the direction it has taken, but the transition to a declining level of performance is directly linked to the transition from an owner (Seeby Woodhouse) operated to a corporately-owned (Kordia) business.  The excellence you speak of was built by Seeby.  Scott Bartlett to over when Kordia bought the business from Seeby.  What has since happened to Orcon, and continues with this announcement, demonstrates the difference between an owner-operated business and a collectively-owned business (albeit an SOE in this case).

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  Reply # 707215 26-Oct-2012 22:05
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My experience agrees with most of the comments above. I got a real run-around by the HD people for a simple problem that should have been a "5 minute job". However they did not understand the basics of Caller-ID and insisted it was my problem although I had two independent devices recording the exact same (but wrong) time. I was so frustrated I wrote a letter of complaint to the CEO. This was passed to their "Customer Experience Specialist" to investigate. His reply was a whitewash!  I quote 2 exerts :-

“ I have conducted a thorough investigation into your account and I have passed your concerns on to our Help-desk team so they can take it on board. This said, from my investigations I have determined that you dealt with some of our more senior agents on this issue and they have done their utmost to have the problem resolved despite the caller ID settings at your exchange being confirmed as correct (this actually happened multiple times)”.

    Apparently seniority does not equate with competence.

“I appreciate that you were not satisfied with the competency of our agents and I do apologise for any inconvenience this has caused, however from my investigation it appears as though they have done everything correctly. I am pleased to hear that the issue has now been resolved and as mentioned above I will be passing your feedback on to the team.”

     To me correctness would imply following logical procedures and fixing the problem. This did not happen.


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