No New Zealanders will lose their jobs as a result of Orcon opening a new call centre in the Philippines, says CEO Scott Bartlett. “There are absolutely no roles being removed from our business as a result of this call centre,” says Bartlett.
“This isn’t us going through a reduction, if anything it’s because of massive growth in the last year.”
Bartlett told Computerworld the decision to open a call centre in the Philippines in April is not an indictment against New Zealand, but came about as a result of recent growth from its Genius product.
"In the first few months of Genius we ended up selling what we thought we would in an entire year," says Bartlett.
"The past eight to nine months have seen a pretty dramatic change here, especially with Genius. We’ve recruited 100 additional roles since July last year to help cope with the demand."
He says the call centre will help alleviate customer wait times, and improve overall user experience.
Twenty to 30 people will be hired for the Philippines call centre team, which will be managed by Auckland-based Datacom. This team will focus on non-technical enquries such as account information, billing, and other general queries; while technical queries will be dealt with by Orcon’s existing North Shore call centre.
“The people we hire in New Zealand are fantastic problem solvers. The team here will be specialists hired to solve technical issues,” says Bartlett.
Bartlett says Orcon plans to hire a further 13 to 14 new staff for its North Shore centre.