Vodafone has announced that it will invest $ 10 million in a new team of "over 100" New Zealand customer service experts, which it called "X Squad," after acknowledging its customer service failure.
New employees will handle more complex queries that other agents were unable to resolve the first time.
The commitment comes four months after the purchase of a New Zealand telephone company for $ 3.4 billion by Infratil and a Canadian investor Brookfield from the British group Vodafone.
Shortly before selling, Vodafone NZ commissioned part of its contact centers in New Zealand and the Philippines to the Indian tech company Tech Mahindra.
The company's annual results, reported last week to the Corporate Office, showed that Vodafone NZ allocated $ 21 million for layoffs and other restructuring costs at the end of March.
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In July, a pensioner from Wellington complained that he was left for 33 days without a home phone and internet connection, despite spending six hours on a Vodafone phone trying to solve his problems.
In another recent complaint, Vodafone roaming customer in the Netherlands, Bill Breukelaar, said he had lost business as a result of recording a message being played in Dutch and English when people called his cellphone at night saying his phone was unavailable.
Breukelaar said he made four calls to Vodafone in New Zealand and another two calls to Vodafone in the Netherlands to try to solve the problem, but the problem lasted for four weeks until Things contacted Vodafone on this matter.
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"Things happen in every business and the more you profit, the harder it is to know everything," said Breukelaar. "The problem, however, was that they didn't solve it.
"When I returned to the airport in New Zealand, they were able to solve it, but what's the point after four weeks?"
Paris said the new investment in customer service is to be faced in this situation.
He said that almost all $ 10 million that will be spent by the end of March will be spent on salaries. "So this is a big band from New Zealand."
He said the financial commitment "would also increase next year."
Paris will not disclose how many Vodafone customer service staff have been laid off at the beginning of the year during outsourcing removals.
But he denied that his new investment was a confirmation that he had wrongly done this restructuring, saying that the appointment of Tech Mahindra partly reflected his dissatisfaction with his previous outsourcing partner.
"This has nothing to do with the change in the operational model, which was a restructuring that took place throughout the organization, although it also includes customer service.
"I understand the perspective, but it is not" undoing "- it is really a new team and a new investment in a new area that has never existed at Vodafone at this level."
Although he hoped that people who had previously worked for Vodafone "and who could be fired" would be among those who applied to join X Squad, he would have different skill sets, processes and pay, "he said.
Paris said X Squad will significantly expand existing Vodafone telephone and store teams.
"From October, customers with complex inquiries will be escalated to a dedicated team of qualified experts with the right to provide the highest level of care for the most difficult problems. Thanks to X Squad, you have dedicated case management until resolution, "he said.
The team would consist of "selected and qualified agents from New Zealand" from Vodafone and its partners Tech Mahindra and a call center company Probe based in Auckland or Christchurch, he said.
While the "vast majority" of customer inquiries were resolved for the first time, the complexity of Vodafone's underlying systems meant that too many customers had to contact the company many times, said Paris.
"Although poor service and complex systems are not unique to Vodafone or the telecommunications industry, we know that we are not where our customers want us to be in terms of consistently good quality services, especially in difficult queries."