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News : Franchise Plans to Move Customer Service Centre Onshore
Sydney, Australia, June 1, 2015 -- Aussie Home Loans has announced plans to move its offshore customer service centre back home, to establish an onshore Aussie Customer Service Centre in-house.
Aussie chief executive, James Symond says the Aussie owned and run customer service centre is expected to commence operations in mid-October 2015 in Sydney, and will deliver on Aussie’s commitment to deliver the best customer service to customers and brokers.
"Our decision to insource this critical business function is a key part of our strategic and cultural objectives to deliver the best customer service proposition possible to our customers and brokers across all areas of our business," he said.
"After careful analysis of our options, including our current outsourced call centre operated by TeleTech, we just kept coming back to the fact that we want to deliver more; more for our customers, become more focussed on service excellence, and add additional capabilities to this important part of Aussie. We think this is best achieved by directly managing all of our customer contact points and truly becoming one team."
Posted by Veronica Silva Cusi, news correspondent
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Aussie is an Australian retail financial services group with operations spanning all mainland capital cities and major regional centres throughout Australia. The Commonwealth Bank is an 80 per cent shareholder in Aussie.
TeleTech is a geographically diverse global providers of technology-enabled business process outsourcing solutions. TeleTech and its subsidiaries have a 28-year history of designing, implementing, and managing critical business processes for Global 1000 companies to help them improve their customers' experience, expand their strategic capabilities, and increase their operating efficiencies. By delivering a high-quality customer experience through the effective integration of customer-facing front-office processes with internal back-office processes, we enable our clients to better serve, grow, and retain their customer base.
Published: Tuesday, June 2, 2015