Telstra Clear outsourcing could be 'brand suicide'

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Tue, 18 May 2010 5:48p.m.

At leasst 80 jobs at Telstra Clear will be axed and outsourced to the Philippines

At leasst 80 jobs at Telstra Clear will be axed and outsourced to the Philippines

By Juliet Speedy

Around 80 TelstraClear jobs are being transferred to the Philippines.

The jobs are being axed at the company’s Kapiti Coast office, and workers in Christchurch’s call centre are worried they’ll be next.

“The community in Kapiti has been kicked in the guts,” says EPMU representative John Kerr.

“Christchurch has had a reprieve but we really have to ask the question, ‘For how long?’”

The company’s decision to outsource hasn’t gone down well – it has been told it could be brand suicide and Facebook campaigns have already been set up.

Many Christchurch staff were expecting all the jobs to go.

“Our members in Christchurch are naturally pleased for themselves, but they’re very sad for their colleagues in Kapiti,” says Mr Kerr.

“It’s certainly a kick in the guts for the community there – TelstraClear would probably be their largest employer.”

Telecom has already moved their call centres to the Philippines, while Vodafone’s call centre is based in Egypt.

The union says one of the TelstraClear’s point of difference is having New Zealanders answer the phone.

But now the company will join the other call centres – like Directory Service 018 – based in Manila.

But those working in the Philippines say not being a New Zealander is not a hindrance.

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Comments

26 Jun 2011 02:00a.m.

toya070 wrote:

im working for telstraclear offshore... i didn't wish to take other's jobs but it really makes me feel sad to be degraded.... some of them always say "I dont want to speak to bloody head fillipinos". on the first place.. I didn't wish to be one.... but I still beleive that we are also providing the same service as what an onshore can......it always makes me think why some peoples there in nz is worried about their computers, while some us here don't even have a power at our house... im stunned when a customer ask me.. "why are you taking our calls?" (my heart says: i don't know. im just doing my job ). (were just doig our job

17 Oct 2010 03:41p.m.

Paparazzi wrote:

Not outsourcing might endanger these companies in terms of overhead and labor cost, unless you all want to shoulder them and pay more everytime you call for support, then that's the most sensible thing to do to retain you, the workforce and the company. Opinions might matter today, but most shy away when it is them who have to pay.

04 Oct 2010 02:44p.m.

Migrant Kiwi wrote:

Its interesting to see these companies go offshore however research would indicate that only 50% of companies offshoring their IT and Call centres are better off. Most companies are experiencing higher costs due to the loss of customer, lack of HR management and the employement relation laws. Going overseas is seen as a way to save cost, grow economies of scale, free up expensive rental space, create a global profile, increase productivity and reduce outgoing cash flow. However the negatives in my view out weigh the benefits in that there is loss of opportunity which is has a long term effect on the local economy, lower quality service, reduced call time but increasing number of frustrated customers that cant get the help they need, slow response and resolution times, unhappy customers at the physical stores in NZ making the local workers unhappy which inturns makes their job difficult and they look of opportunities else where. In any case this is the globalisation i.e. first world countries hiring 3rd world labour to do the dirty work overseas and still try to maintain 'high level' of ethics within the firm(s).
Most people here are saying they will change provider because of this, which is good to see however the bigger issue is that the country will feel this pinch and it is another slap on the face of the recession recovery efforts and there needs to be a tougher stance in the employement law requirements so that apples can be compared with apples i.e. giving 3rd world employees same rights and incomes as NZ employees, clearly there is discrimination of wage. These companies obviously contract the work to other companies overseas, so then why do they advertise it as a NZ company? Instead of brining income in to NZ, they are sending it overseas. Higher taxes, higher tarrifs, higher barriers, fewer jobs, shrinking markets - Thanks NZ Government for making.

17 Aug 2010 05:49p.m.

Lilac wrote:

I'm from the Philippines and been here in NZ for 4 years now. I am totally not condoning the act of call centers going overseas for the following reasons:1.) lack of empathy from call center agents. (btw, English is the medium of instruction in the Philippines with very strong American accent,so this is beside the point..for some ignorant comments back there!)please be more subjective people. 2.) American Supervisors should orient them about NZ geography and how to pronounce our unique street names as it took me ages to spell out the street where I am 3.)Told the agent i want to opt out from my 2 year contract because i dont seem to get important texts and my husband did not receive four texts from me(this is as of today...August 17,2010) called them 4 times, pertaining this problem but to no avail. (not to mention the longest wait was 28 minutes listening to jazzy music...santa banana!I have to pay $225 something to get out from this contract. If there is a reliable network provider out there---please help!

20 May 2010 12:14p.m.

David wrote:

the main problem I encounter with call centres, aside from language and a lack of the most simplest nz geography, is their access to the same information i have as a customer is non existent and promised follow up does not happen and I do not expect telstra to be any diferent, a sad reality

19 May 2010 11:43a.m.

SGP wrote:

We were just beginning the process of moving our mobile from telecom and Telstra clear was our probable choice.

Not any longer. Back to the drawing board.

But is there anyone left now with a NZ call centre... ?

Come on NZ support our local businesses before the whole country is completely sold overseas from under our noses.

Time for patriotism to come to the fore!

19 May 2010 10:30a.m.

Bob wrote:

I love this "Telco" slagging...

What we all need to understand and appreicate is that there are really only three major "telcos" here in N.Z, Telstraclear, Telecom, Vodafone just). All the other two bit players are solely reliant on these core players for infrastructure. So Slingshot cant sell you diddly without buying the raw service off Telecom in the first place.

I guess service might be better from the two bit players but at the end ofthe day, they still need to deal with the source suppliers.

As far as where your calls get answered when you have a problem, I prefer to speak to someone who has a good grasp of english and does not ask you to repeat Paraparaumu (or better spell it out six times) before you even get to your issue... so the three key players need to wise up to this as most of us will walk over time to the players who understand our basic needs to have an interface that can relate to us as Kiwi's. I've had the luxury of dealing several times with the Phily call centre and have opted out of dealing direct with the three key players but fully aware that while I am also with slingshot knowing they still buy off the key telco.

19 May 2010 07:51a.m.

Neil wrote:

Telecom do not run the 018 service, this is part of YellowPages which Telecom sold a number of years ago.

18 May 2010 09:35p.m.

len wrote:

Well its time for a change I been with clear since the 0505 days.

18 May 2010 07:49p.m.

Anon wrote:

It isn't 80 jobs, it's less than 50, they will become redundant in October. Telstraclear is not the only large employer in Kapiti, the supermarkets, council etc have at least as many staff as Telstraclear do. Not all the jobs are going from Kapiti, the Customer Care Contact Center is closing, other departments are remaining. The staff have been supported & kept informed during this difficult time. The reasoning behind the partial outsource is to help improve wait times and improve customer service. And I'm one of the staff affected.