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News : Westpac to Bring 1,000 Call Centre Jobs Back to Australia

#contactcenterworld, @Westpac

Sydney, Australia, July 29, 2020 -- Westpac has vowed to bring 1,000 call centre roles back to Australia from overseas in a bid to improve support for customers and reduce the risk of offshore disruptions.

According to the bank, the new roles -- to be filled by new and existing employees -- will be based in Westpac's local call centres and provide processing and operational assistance to functions like home lending and consumer finance.

"When a customer calls us, they will be answered by someone in Australia," Westpac CEO Peter King said.

"This has partly been made possible due to the extraordinary shift in work patterns during the COVID-19 pandemic and upgrade to our technology infrastructure in recent years, enabling teams to work effectively at home or in other locations."

King said implementing this new plan would take about 12 months, which will give the company time to work through its existing obligation with overseas partners.

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....CONTENT CONTINUED BELOW

Despite the decision to move its call centre roles back to Australia, Westpac said it will maintain its relationship with its overseas partners in "certain areas" of technology and operations.

Australian telco Telstra made a similar move in March, announcing in response to the coronavirus pandemic that it would be recruiting an extra 1,000 temporary call centre workers in Australia, after its Filipino call centre had to be shut down due to COVID-19 measures taken by Manilla.

The announcement comes as a new report by the Telecommunications Industry Ombudsman (TIO) revealed that there was a direct correlation between the coronavirus pandemic and the complaints it received between March and June 2020.

The TIO's systemic investigation report uncovered how there was an increase in complaints from mid-March by consumers about not being able to contact their providers.

The TIO said its investigation showed it was around the same time when several providers with offshore operations were significantly affected by COVID-19 lockdown restrictions, which resulted in consumers experiencing delays.

#contactcenterworld, @Westpac

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


About Westpac Banking Corporation:
Company LogoWestpac, is a multinational Financial services company and became the largest bank in Australia (by market capitalisation) after it took over St George, and the second-largest bank in New Zealand.
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Today's Tip of the Day - Auto Attendant Options

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

Published: Thursday, July 30, 2020

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2022 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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