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#224328 13-Nov-2017 11:02
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Hi all,

 

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.

 


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  #1900106 13-Nov-2017 11:12
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Nice one

 

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  #1900182 13-Nov-2017 12:40
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Nice move.

 

 

 

Interesting timing, but certainly an appreciated move for locals :)





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#1900184 13-Nov-2017 12:48
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bameron:

 

Hi all,

 

We've announced some really exciting changes this morning, have a gander at the full press release:

 

 

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.

 

 

 

 

 

excellent 


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  #1900185 13-Nov-2017 12:49
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Good stuff Orcon. As an Orcon customer (through Geekzone's offer) I appreciate this, I don't mind paying a bit extra to support NZ staff. 


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  #1900190 13-Nov-2017 13:02
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Well done Orcon. 





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  #1900356 13-Nov-2017 19:13
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Good stuff but as your owners have put it up so sales I wonder if the new ones will keep it here?




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  #1900362 13-Nov-2017 19:29
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Nice move Orcon, the overseas call centers have always been a bugbear for all customers of any ISP :)





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  #1900363 13-Nov-2017 19:38
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old3eyes: Good stuff but as your owners have put it up so sales I wonder if the new ones will keep it here?

 

Suppose this sets a bit of a funnelling of selection for poaching customers ;)

 

 

 

I forsee the RSP space changing alot in the next few years to be more effective, Often having an onshore centre can make and break things.

 

(that's not to say all offshore callcenters are bad, only takes a few bad apples over there to give it a horrible rep)





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  #1900365 13-Nov-2017 19:56
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Good on you for bringing it back to NZ, but it's a shame that the jobs couldn't have been created in a city where housing is cheaper.


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  #1900367 13-Nov-2017 20:07
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alasta:

 

Good on you for bringing it back to NZ, but it's a shame that the jobs couldn't have been created in a city where housing is cheaper.

 

 

Having been in their centre on the northshore, It's a great location.

 

 

 

Public transport could be better, however it has a decent sized carpark and is off-street and out of the crowd :)





#include <std_disclaimer>

 

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  #1900369 13-Nov-2017 20:10
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Nice one, Orcon. Get those emails answered quickly, though.


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  #1900390 13-Nov-2017 21:38
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alasta:

 

Good on you for bringing it back to NZ, but it's a shame that the jobs couldn't have been created in a city where housing is cheaper.

 

 

 

 

Agree with this.  I remember reading about multinationals realising the damage outsourced customer service actually ultimately created in the end, and have now started to move back locally.  But the difference being they would move away from large centers, become the number one employer for the town/district and due to the the lower cost of living could still offer slightly lower wages to reduce costs.  Customers still get the familiar voice and local etiquette on the end of the line and are happy to support local.


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  #1900395 13-Nov-2017 22:03
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timbee:

 

alasta:

 

Good on you for bringing it back to NZ, but it's a shame that the jobs couldn't have been created in a city where housing is cheaper.

 

 

 

 

Agree with this.  I remember reading about multinationals realising the damage outsourced customer service actually ultimately created in the end, and have now started to move back locally.  But the difference being they would move away from large centers, become the number one employer for the town/district and due to the the lower cost of living could still offer slightly lower wages to reduce costs.  Customers still get the familiar voice and local etiquette on the end of the line and are happy to support local.

 

 

What do you mean by "familiar voice and local etiquette" ?


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  #1900402 13-Nov-2017 22:37
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tdgeek:

 

timbee:

 

alasta:

 

Good on you for bringing it back to NZ, but it's a shame that the jobs couldn't have been created in a city where housing is cheaper.

 

 

 

 

Agree with this.  I remember reading about multinationals realising the damage outsourced customer service actually ultimately created in the end, and have now started to move back locally.  But the difference being they would move away from large centers, become the number one employer for the town/district and due to the the lower cost of living could still offer slightly lower wages to reduce costs.  Customers still get the familiar voice and local etiquette on the end of the line and are happy to support local.

 

 

What do you mean by "familiar voice and local etiquette" ?

 

 

 

 

A similiar accent/dialect & by etiquette i mean they know current localised topics/issues and slang


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  #1900453 14-Nov-2017 07:24
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timbee:

 

tdgeek:

 

timbee:

 

alasta:

 

Good on you for bringing it back to NZ, but it's a shame that the jobs couldn't have been created in a city where housing is cheaper.

 

 

 

 

Agree with this.  I remember reading about multinationals realising the damage outsourced customer service actually ultimately created in the end, and have now started to move back locally.  But the difference being they would move away from large centers, become the number one employer for the town/district and due to the the lower cost of living could still offer slightly lower wages to reduce costs.  Customers still get the familiar voice and local etiquette on the end of the line and are happy to support local.

 

 

What do you mean by "familiar voice and local etiquette" ?

 

 

 

 

A similiar accent/dialect & by etiquette i mean they know current localised topics/issues and slang

 

 

Seems to me you mean a white pakeha, as compared to a NZ citizen or permanent resident that has immigrated here. I think you will find the helpdesks are full of ethnic variety. As is our population


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