Auckland, New Zealand, Feb, 2020 -- An Auckland call centre doing work for Air New Zealand faces a shift to the Philippines as part of a cost-saving drive.
The airline says it is working with Concentrix "to assess the future location of the contact centre work they conduct on its behalf".
No Air NZ staff are affected and no final decision has been made. If it is on, it will take place over the next year to 18 months.
"Regardless of the final decision, Air NZ will retain its New Zealand-based contact centre function."
Those doing work for Air New Zealand in Auckland met airline representatives yesterday and were told contact centre roles would move to the Philippines, a tipster said.
"This would lead to the loss of many jobs in New Zealand."
When Air NZ outsourced part of its call centre work to Concentrix in 2014 about 70 roles were created for what was promoted as on the job training for students and part-timers.
Posted by Veronica Silva Cusi, news correspondent
Concentrix is a technology-enabled global business services company (Nasdaq listed: CNXC) specializing in customer engagement and improving business performance. Every day, from more than 40 countries and across six continents, our staff delivers customer experience and helps companies better connect with their customers. We create better business outcomes and differentiate our clients through technology, design, data, process, and people. Concentrix provides services to clients in ten industry verticals: automotive; banking and financial services; insurance; healthcare; technology; consumer electronics; media and communications; retail and e-commerce; travel and transportation; energy and public-sector. We are Different by Design.
About Air New Zealand:
Air New Zealand Limited is the national airline and flag carrier of New Zealand. Based in Auckland, the airline operates scheduled passenger flights to 25 domestic and 26 international destinations in 15 countries across Asia, Europe, North America and Oceania. The airline has been a member of the Star Alliance since 1999.
Published: Monday, February 17, 2020
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The days of ‘business as usual’ are a distant memory for most of the world. And when it comes to contact centers, balancing between contact channels, deciding which agent locations or teams are doing well, working out how your customer satisfaction is being impacted by the less-than-perfect work environments of ‘lockdown’ agents…leaders are often at a loss when trying to get such insights from their contact center data. As the technology and business landscape changes, so too must the contact center reporting and analytics solutions that power decision making and performance management. With the new release of Consilium UniInsight™, we have tried to deliver contact center reporting and op...
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