Vodafone NZ outsources work to Philippines as job cuts loom

Vodafone is widely expected to impose job cuts in New Zealand...

Vodafone New Zealand is widely expected to impose job cuts in the country, with plans for the company to let go around 100 permanent customer care staff.

According to reports in the New Zealand Herald, the telco, who also aims to halve its consumer mobile service team, is making the move following poor financial forecasts.

Reports claim average revenue per customer is falling at the Auckland-based telco, resulting in a 2 percent year-on-year revenue decline forecast.

The Herald reports that as a result of the forecast, and internal restructuring, as many as 250 jobs could be affected.

When approached for comment, Craig Jones, Head of External Communications, Vodafone New Zealand confirmed to the Herald that “50 to 100 contract customer service roles might also be affected.”

Echoing comments made to Computerworld New Zealand in October 2014, Jones told the newspaper the contractors were employed as added support following the acquisition of TelstraClear in 2012.

“As the TelstraClear integration draws to a close, and as we simplify our business,” Jones told Computerworld in October, “we are doing three things: reducing a significant number of contractors, not filling a number of currently vacant roles, and a number of areas in our business are currently involved in consultation which will result in some redundant roles.

“As we are in the middle of this process and have yet to finalise our plans, we are unable to confirm numbers, or comment further.”

With regards to outsourcing calls to the company’s call centre operator Teleperformance in the Philippines, Jones was quick to add that the move will actually help Kiwi customers, rather than hinder.

"We will be extending our existing capability at our Philippines service centre for simple transactional and administrative tasks," Jones told the Herald.

"However, complex customer services will continue to be managed by our New Zealand-based team."

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