News : Transurban to Offshore Call Centre Staff After Cutting 100 Brisbane Jobs
Brisbane, Australia, March 12, 2015 -- Toll roads operator Transurban will outsource jobs to the Philippines after slashing two-thirds of the staff at its Brisbane-based call centre.
There was no mention of the outsourcing plan when the company announced up to 100 redundancies last week. It instead attributed the cuts to changing consumer behaviour, with more motorists paying online or at self-service outlets.
In a statement at the time, group general manager Wes Ballantine said the company would "partner with Transurban Group’s existing call centre provider in other parts of Australia to give the flexibility needed to deal with declining consumer demand for the service’’.
But yesterday he confirmed that more than half of the 150,000 phone inquiries a month would be directed to a call centre in Manila.
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The move has infuriated union bosses.
"This is a major company avoiding the obligations of Australian employers in terms of minimum wages and working hours by offshoring these jobs,’’ Together union assistant secretary Irene Monro said.
Mr Ballantine dismissed the claim, saying: "This absolutely has been done for customer service improvement, not cost reduction.’’
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Make Self Service A Breeze
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Transurban manages and develops urban toll road networks in Australia and North America. It is a Top 25 company on the Australian Securities Exchange and has been in business since 1996.
Published: Thursday, March 12, 2015
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