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Telecom New Zealand to trial offshore contact centre for main customer services

By Mauricio Freitas, in , posted: 20-Feb-2008 13:49

I got a little bit of information that will be of interest to some of the readers who use Telecom New Zealand services... It looks like TNZ is planning to run an outsource trial where 10% of its current contact centre handling the main consumer market segment would be handled by TeleTech, an outsource provider based in Manila.

You know, it is the contact centre that answers your call when you dial 123 from your Telecom phone and it gets answered by a Kiwi based in Hamilton.

I have just had a phone call with Mark Watts, who gave me some more information about this project.

It is nothing new really. The Telecom broadband call center is already handled (in part) by the same group in Manila.

There is nothing decided yet about what happens in four months, the time they expect to run this trial for. It could be that nothing changes, part or the entire service is moved offshore.

Telecom staff received some e-mails yesterday announcing the trial, but they made it clear that final decision will be heavily influenced by customer satisfaction results.

When asked how this would be measured, Mark told me an independent research company will follow up with callers who contacted the 123 service and capture the metrics.

I also asked if the overseas staff will have the same powers to access account information and work on it, and Mark assured me they will have all the tools needed to provide the services people are used to.



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Mauricio Freitas
Wellington
New Zealand


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