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News : 'Fewer Than 50' Roles to Go in Spark Restructure

#contactcenterworld, @sparknzltd

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.

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"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."

#contactcenterworld, @sparknzltd

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.stuff.co.nz


Today's Tip of the Day - Impacts Of Technology

Read today's tip or listen to it on podcast.

Published: Friday, November 1, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Call Routing Optimization

 
1.) 
Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.

2.) 
Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.

3.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring
 

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