Vodafone New Zealand has moved some call center work to Egypt after the company said it could not recruit enough staff within New Zealand. Starting next month, a team of 32 staff in an Egyptian call centre will take up to 30,000 calls per month for the New Zealand operator - increasing over time to some 200,000 calls per month and 200 staff.
Customer care director Andrea Midgen told local media that a combination of recruitment difficulties and a surge in calls to its call centre staff had led to overworked employees and less than desirable service.
The company said that it had been unable to recruit more staff for its main Auckland center and attempts to set up call centers elsewhere within New Zealand had failed due to a lack of suitable staff in the regions. Unions claim that the move is all about cost cutting.
On the web: Stuff
Posted to the site on 11th October 2007
Posted to: www.cellular-news.com/story/26636.php