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Telecom Moving Call Center Jobs; Philippines to Benefit
Telecom has also been dealing with the expense of meeting a government directive to separate into three units. A year of trials to examine current practices and determine best moves resulted in the company retaining roughly 550 residential call center positions in New Zealand while also shifting positions to the Philippines.
“We always said we would not make proposals until after the exhaustive trials were complete, and we’ve stuck to that promise,” said Alan Gourdie, CEO Telecom Retail, in a company statement.
“With the trials complete, we will strike a strong balance between offshore and New Zealand call centre positions that will deliver great customer service, and achieve the cost savings necessary at a time of challenging economic conditions,” added Gourdie.
While these changes for Telecom are expected to better position the company for growth and profit maximization, the internal impact could slow the realization of these benefits. The company’s efforts to take care of its employees are sure to help streamline changes, although morale could suffer, which could trickle into the quality of customer support.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
Edited by Stefania Viscusi