Auckland, New Zealand, Oct 30, 2019 -- Spark is downplaying reports of job losses among its customer service team.
It is understood that the Telco last week told employees in front-facing customer online services that jobs would be disestablished.
A spokeswoman for Spark said it was working through a proposal to change the nature of roles within its "change queue", the portion of the contact centre that helps customers make changes to their accounts or move house.
"This is so we can better serve customers in a timely way and also give our people the opportunity to develop new skills."
She said "fewer than 50" jobs would be lost because new roles would also be created.
"Our New Zealand customer service team handle all Spark's more complex customer service needs. We are committed to providing exceptional service to New Zealand and are invested in these complex customer service areas – for example we are growing roles in our join queues and in-house service which are also based in New Zealand.
"Increasingly, more of our customers are requesting changes to their account via online methods. Eighty-three per cent of all interactions occur over our digital channels, with the remaining 17 per cent occurring in tore or contact centres. Our digital adoption rate has grown by 18 per cent year-on-year. This is why we are establishing dedicated social teams within the change queue to handles these inquiries."
She said the suggestion that the roles would be replaced with people offshore was incorrect.
"We currently have a blend of on and offshore change queues, however the proposed restructure is taking place on shore. The newly created positions will remain in New Zealand."
Posted by Veronica Silva Cusi, news correspondent
Published: Friday, November 1, 2019
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