Telecom NZ to offshore and automate

Telecom New Zealand has plans for further contact centre offshoring and increased automation of its customer processing as part of its strategy to turn the company around.

“We’re building an all-internet protocol (IP) platform for efficiency and innovation as we transition ourselves to a lower cost operating model that will help up compete successfully in the future,” said chief executive Paul Reynolds. Savings will be made by more offshoring of contact centres, which have already delivered price gains of 20% to 25%.

Reynolds said the company was building a new management team to deliver the efficiencies. “Last week we announced Russ Houlden as our new CFO,” he said. “This new team will underpin our drive to build a customer-focused culture.”

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