In areas where specific technical knowledge was sought from customers, offshore employees "delivered strong results" according to the telco, with the offshore operation recording the highest ever level of customer satisfaction for broadband support in December.
"This proposal will see the further migration of our broadband support help desk to our outsourced partners over the next 18 months, where we have found it easy to recruit technically-skilled staff," Alan Gourdie, CEO Telecom Retail said in a statement.
Yet in other areas, the offshore staff did not perform as well, convincing the telco to maintain its largest contract centre operations, dealing with calls to 123 and *123, at home.
"In the case of 123 and *123 the trial data did not show us the consistent performance we needed to see in order to be comfortable with a large-scale offshoring of that operation, in which a detailed knowledge of an extremely varied set of products and services is all-important," Gourdie said.
Once the 250 call centre jobs have been moved overseas, Telecom New Zealand will have 700 positions outsourced in Manila and 1,600 positions in New Zealand.
"Today's proposals will not change the fact that Telecom still has more contact centre reps in New Zealand, answering more calls from more New Zealanders, than any of our competitors," Gourdie said.
Six New Zealand contact centres would be restructured with a final structure to be confirmed by early March. Apart from broadband support, international roaming, online provisioning, wholesale voice provisioning and dealer support would have some positions moved offshore.
Telecom NZ would fight to keep redundancies to a minimum, Gourdie said, attempting to redeploy staff where possible. "Due to the long time frame for the migration, we expect the total number of redundancies to be very limited," he said.The carrier will be bringing the technology to its roadside cabinets, the equivalent of Australia's nodes, and local telephone exchanges. Telecom New Zealand is in the midst of rolling out 2,500 kilometres of fibre in a project which will allow over 80 per cent of New Zealanders to access high speed broadband by 2011.
The VDSL2 upgrade will enable "high-speed" broadband to be "higher-speed" broadband. New Zealanders within one kilometre of the cabinets and exchanges will be able to achieve up to 50Mbps downlink and up to 20Mbps up.
"We have been testing VDSL2 for several months now and we're excited to be getting the VDSL2 roll-out underway in key metropolitan centres across New Zealand," Telecom Wholesale chief executive Matt Crockett said in a statement. "With the fibre-to-the-node program hotting up and shortening copper loop lengths across the country, it's the perfect time to deploy VDSL2."
The carrier did not disclose how much would be spent on the roll-out.
From March, VDSL2 line cards will be installed into all cabinets and local telephone exchanges in towns and cities with more than 500 lines. The service providers buying from Telecom NZ wholesale will be able to offer the product from then, with key Auckland exchange areas serviced and available in the second quarter of the year and major cities and towns in the third quarter of the year
"This proposal will see the further migration of our broadband support help desk to our outsourced partners over the next 18 months, where we have found it easy to recruit technically-skilled staff," Alan Gourdie, CEO Telecom Retail said in a statement.
Yet in other areas, the offshore staff did not perform as well, convincing the telco to maintain its largest contract centre operations, dealing with calls to 123 and *123, at home.
"In the case of 123 and *123 the trial data did not show us the consistent performance we needed to see in order to be comfortable with a large-scale offshoring of that operation, in which a detailed knowledge of an extremely varied set of products and services is all-important," Gourdie said.
Once the 250 call centre jobs have been moved overseas, Telecom New Zealand will have 700 positions outsourced in Manila and 1,600 positions in New Zealand.
"Today's proposals will not change the fact that Telecom still has more contact centre reps in New Zealand, answering more calls from more New Zealanders, than any of our competitors," Gourdie said.
Six New Zealand contact centres would be restructured with a final structure to be confirmed by early March. Apart from broadband support, international roaming, online provisioning, wholesale voice provisioning and dealer support would have some positions moved offshore.
Telecom NZ would fight to keep redundancies to a minimum, Gourdie said, attempting to redeploy staff where possible. "Due to the long time frame for the migration, we expect the total number of redundancies to be very limited," he said.The carrier will be bringing the technology to its roadside cabinets, the equivalent of Australia's nodes, and local telephone exchanges. Telecom New Zealand is in the midst of rolling out 2,500 kilometres of fibre in a project which will allow over 80 per cent of New Zealanders to access high speed broadband by 2011.
The VDSL2 upgrade will enable "high-speed" broadband to be "higher-speed" broadband. New Zealanders within one kilometre of the cabinets and exchanges will be able to achieve up to 50Mbps downlink and up to 20Mbps up.
"We have been testing VDSL2 for several months now and we're excited to be getting the VDSL2 roll-out underway in key metropolitan centres across New Zealand," Telecom Wholesale chief executive Matt Crockett said in a statement. "With the fibre-to-the-node program hotting up and shortening copper loop lengths across the country, it's the perfect time to deploy VDSL2."
The carrier did not disclose how much would be spent on the roll-out.
From March, VDSL2 line cards will be installed into all cabinets and local telephone exchanges in towns and cities with more than 500 lines. The service providers buying from Telecom NZ wholesale will be able to offer the product from then, with key Auckland exchange areas serviced and available in the second quarter of the year and major cities and towns in the third quarter of the year
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