Vodafone may lose around 100 permanent customer support staff, with promises to almost halve the length of its consumer mobile service team, extend the graveyard shift to 7.30am and increase outsourcing to some call centre within the Philippines.
The proposal, outlined inside an internal document obtained through the Herald, is a component of a restructuring anticipated to bring 200 to 250 job cuts.
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The consultation document, given to Vodafone support services staff a week ago, said average revenue per customer was falling plus the firm was forecasting a 2 % year-on-year revenue decline.
“As this pressure continues, we must accelerate our promises to transform our costs reducing our costs for everyone, sell and deliver our products to customers,” it said.
“Therefore we’re going to be reducing our employment costs in general.”
Vodafone head of external communications Craig Jones said 50 to 100 contract customer satisfaction roles may also be affected. The contractors were useful to support the integration of TelstraClear, acquired in 2012, he stated.
In consumer mobile, how many prepay and on-account customer support roles can be cut from 100 to 55, with 29 related contract roles also set for being terminated from the end in this month, in line with the document.
Ninety per-cent of prepay and 50 percent of on-account calls will likely be handled within the Philippines by call centre operator Teleperformance, with all the balance handled by Vodafone, the document says.
“We will probably be extending our existing capability at our Philippines service centre for quick transactional and administrative tasks,” said Mr Jones. “However, complex customer services will continue being managed by our New Zealand-based team.”
He said customers could expect faster call answering times and quicker resolutions.
The document said the number of support team leaders would drop from 34 to 19, while six customer fault escalation roles and 15 fixed technology positions would also go.
The company’s “resolve team” will be reduced from 24 to eight agents by February 28 and Vodafone is proposing to supply the end of that graveyard shift from 6am to 7.30am.
Craig Young, us president of the Telecommunications Users Association of New Zealand, said he was always concerned when providers downsized in support services.
“That’s usually the one area that directly refers to users,” he stated. “But ... consumers could make a choice in case they get bad service from supplier then they may have plenty of other suppliers to visit to.”
Vodafone New Zealand reported a full-year decrease of $27.9 million recently. For more info click on