News : Banks Hire More ‘Customer Centric' Staff
Auckland, New Zealand, May 1, 2015 -- Banks have significantly increased their customer service staff numbers in past year according to Seek's latest Employment Market Report.
The report shows the number of "customer centric" jobs advertised in the banking and financial services sector was up 52 per cent in the year to March 2015.
The sector recorded recorded the strongest growth of all industries, driven by new jobs in Auckland and Canterbury.
But Massey University banking expert professor David Tripe said the data also depended on the definition of the roles in the report were.
The report's finding did not align with his expectations of the industry given the growth in internet banking.
"The trend over time should be that in face-to-face people, their numbers should decrease," Tripe said.
One of the only reasons he could see for the increase in jobs would be if a significant number of those roles were for call centre staff or telesales and not actually in bank branches, he said.
BNZ director of people and communications Annie Brown said the bank had seen huge customer uptake of digital banking.
"However it's important to note that customers are utilising digital channels to complement person to person interaction.
Nationally, new jobs across all industries were up 4.2 per cent in March this year compared to the same time last year.
Wellington experienced the strongest growth with a 3.7 per cent month on month increase followed by Canterbury with a 3.5 per cent increase.
Auckland remained unchanged but stable.
BNZ senior economist Craig Ebert said the local labour market was benefiting from increased economic confidence.
"New Zealand's job growth has been exceptionally strong for a couple of years now and this is continuing by the look of employment intentions of firms, which are as strong as overall business confidence itself."
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Why Can’t You Take My Call?
About SEEK Limited:
SEEK Limited is engaged in matching of hirers and jobseekers with career opportunities and related services on the internet and distribution and provision of vocational training and higher education courses.
Published: Monday, May 4, 2015
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in...
Everest Group is an advisor to business leaders on the next generation of global services with a worldwide reputation for helping Global 1000 firms dramatically improve their performance by optimizing...
Maintaining multi-channel customer support via phone, fax, web and email can be a heavy burden for a company to bear. In addition to maintaining a high quality support system that takes advantage of t...
Noble Systems Corporation is a global provider of contact center, workforce engagement, and analytics technologies, offering premise, cloud, and hybrid platforms. Noble Systems has been providing inno...