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News : Around 100 Customer Care Jobs Go at Vodafone
New Zealand, Jan 20, 2015 -- Vodafone may lose around 100 permanent customer care staff, with plans to almost halve the size of its consumer mobile service team, extend the graveyard shift to 7.30am and increase outsourcing to a call centre in the Philippines.
The proposal, outlined in an internal document obtained by the Herald, is part of a restructuring expected to bring 200 to 250 job cuts.
The consultation document, provided to Vodafone customer service staff last week, said average revenue per customer was falling and the firm was forecasting a year-on-year revenue decline.
"As this pressure continues, we need to accelerate our plans to transform our costs and reduce our costs to serve, sell and deliver our products to customers," it said.
"Therefore we are going to be reducing our employment costs across the board."
Vodafone head of external communications Craig Jones said 50 to 100 contract customer service roles might also be affected. The contractors were employed to support the integration of TelstraClear, acquired in 2012, he said.
In consumer mobile, the number of prepay and on-account customer care roles would be cut from 100 to 55, with 29 related contract roles also set to be terminated by the end of this month, according to the document.
Ninety per cent of prepay and 50 per cent of on-account calls will be handled in the Philippines by call centre operator Teleperformance, with the balance handled by Vodafone, the document says.
"We will be extending our existing capability at our Philippines service centre for simple transactional and administrative tasks," said Mr Jones. "However, complex customer services will continue to be 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 customer care 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" would be reduced from 24 to eight agents by February 28 and Vodafone is proposing to extend the end of its graveyard shift from 6am to 7.30am.
Craig Young, chief executive of the Telecommunications Users Association of New Zealand, said he was always concerned when providers downsized in customer service.
"That's the one area that directly relates to users," he said. "But ... consumers will make a choice and if they end up getting bad service from one supplier then they've got plenty of other suppliers to go to."
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Involve Staff
More Editorial From Vodafone
Established in 1994 to operate in the Turkish mobile telecommunications sector, Vodafone Group became a mobile operator under the name Vodafone Telekomünikasyon A.Ş. on May 24, 2006. Now the second largest mobile operator in Turkey, Vodafone has 18,000,000 subscribers. As England's first GSM carrier, Vodafone made the first mobile phone call on Jan. 1 1985. Vodafone Group Plc is the world's leading mobile telecommunications company, with a significant presence in Europe, the Middle East, Africa, Asia Pacific and the United States through the Company's subsidiary undertakings.
Teleperformance is a global provider of customer experience management in terms of revenue and global scale. We are the industry leader in security and our management has over 30 years of experience working with the most successful companies worldwide. With the strongest financial profile in the contact center space, Teleperformance’s leadership is unparalleled. Teleperformance was founded in 1978 in Paris, France and our U.S. based operations, headquartered in Holladay, Utah, were founded in 1993. Since then, expansion has been fueled by organic growth through additional volume awards by satisfied clients, and through acquisitions. Our combined financial strength, expertise, proven processes, and technology enhance the services and value we deliver to our customers and position us well to partner with clients around the globe.
Published: Wednesday, January 21, 2015