TelstraClear looks to offshore contact centres

TelstraClear is considering offshoring its inbound contact centres to the Philippines, with a loss of up to 170 customers roles in Christchurch and Kapiti.

In a media statement, head of customer services Maggie Robertson says staff have been informed and no decisions will be made until a feasibility study is completed in early March.

“The feasibility study will tell us what is viable and what isn’t. It will assess all the options including the technical resources needed, all financial aspects and whether our customers needs can be met.”

The Engineering, Printing and Manufacturing Union (EPMU) have shot back with a statement of its own, urging the company to keep the customer serviced roles in New Zealand.

EPMU organiser John Kerr says the business case to move the roles offshore doesn’t stack up and any shift to outsourcing would be a lose-lose situation.

“The work done by TelstraClear customer service reps is complex and wide-ranging due to the fact they cover everything from phones to broadband to television, and there are real questions over whether call centres unfamiliar with New Zealand can provide this level of customer service.

“We also know there’s a good deal of consumer resistance to outsourced call centres, particularly after the shambles with 018. While the numbers might add up on wages, when you consider the advantages of New Zealand-based call centres in winning and retaining customers we don’t believe such a move would make business sense.”

Kerr says they’ve entered consultation with TelstraClear in good faith and are building a case to keep these jobs in New Zealand.

In 2006 TelstraClear spent $2.5 million on an internal fit out of the Kapiti Coast contact centre.