We've announced some really exciting changes this morning, have a gander at the full press release:
Orcon has announced it’s bringing its customer service function home to New Zealand in December, creating 60 new jobs on the North Shore.
“We know for a fact that our customers are happier when dealing with an NZ-based team, so we’ve made it happen and we’re bringing the call centre back,” says Orcon General Manager Taryn Hamilton.
The new Orcon call centre will be based out of the company’s Takapuna office and is made up of a team of 60 that have been trained to a new and improved digital support model Orcon has invested in. The new model will see general accounts queries responded to by email, with speedy response times, and a specialist support team looking after all tech inquiries.
“The move home has given us the chance to look at how we can do things better. We’re streamlining the way we take the masses of general accounts queries we get on daily basis, and have invested in creating a well-trained team to focus purely on tech issues,” says Hamilton.
The new model offers a bunch of perks for customers, including less hassle waiting around on the phone for non-urgent questions, and swift response times due to better-managed spikes in calls with emails spread more evenly. Having the support team based in NZ also means the ability to identify and respond to issues faster, in real-time.
Orcon has also been working on other initiatives to re-invigorate the brand and focus more on the customer, including slashed pricing, free Unlimited broadband upgrades for thousands of customers, the launch of a new website, all-new self-serve tools, as well as launching Orcon Power and Mobile services with great bundled discount offerings.
“This year has seen us improve almost every aspect of the business and bringing the call centre home is the final piece in the puzzle. We have re-established our customer service where the company’s heart is and the move back to being completely New Zealand based is something we’re incredibly proud of,” says Hamilton.
The brand-new call centre, based on Auckland’s North Shore, will be up and running on December 4.