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News : Vodafone Flags 130 Job Cuts at Hobart Call Centre

#contactcenterworld, @vodafonegroup

Hobart, Australia, Oct 9, 2019 -- Vodafone Australia is proposing cuts of 130 roles at its Hobart contact centre under a restructure.

The cuts, first reported by the Mercury newspaper, are likely to impact over half of the staff at the facility.

Vodafone’s corporate affairs director Dan Lloyd said the telco had "been confronted with several regulatory obstacles that continue to impact our business."

"Vodafone is also preparing for 5G and working to appoint a new network vendor following the federal government’s security guidance," Lloyd said.

"This has placed significant financial pressure on our business.

"We have to make hard decisions to remain competitive in this tough, uncertain environment. Regrettably, this means we can no longer support the current number of roles in our Hobart contact centre."

Lloyd said consultations with Hobart employees started today.

He said the new structure of the centre "will not be confirmed until the consultation process is complete, however we expect around 130 roles will be affected."

"We will work with affected employees to seek redeployment in other parts of the business wherever possible and provide access to outplacement services," he said.

"We recognise this is a difficult time for our employees and we are providing access to on-site and phone counselling services to all Hobart-based employees."

The number of employees at the call centre has been on a steady decline.

The last round of redundancies - affecting about 100 staff - occurred just last year.

The telco has also previously been forced to hand back government grant money because the Hobart call centre did not deliver the number of positions promised.

#contactcenterworld, @vodafonegroup

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.itnews.com.au


About Vodafone:
Company LogoEstablished in 1994 to operate in the Turkish mobile telecommunications sector, Vodafone Group became a mobile operator under the name Vodafone Telekomünikasyon A.Ş. on May 24, 2006. Now the second largest mobile operator in Turkey, Vodafone has 18,000,000 subscribers. As England's first GSM carrier, Vodafone made the first mobile phone call on Jan. 1 1985. Vodafone Group Plc is the world's leading mobile telecommunications company, with a significant presence in Europe, the Middle East, Africa, Asia Pacific and the United States through the Company's subsidiary undertakings.
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Today's Tip of the Day - Ask For Ideas

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

Published: Thursday, October 10, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Automation

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

2.) 
Auraya

EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

3.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

4.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

5.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

6.) 
OpsTel Services

SPEED & PLUS
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 Perfor...
(read more)
 

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