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BSNL may lose around 100 permanent customer support staff, with promises to almost halve the length of its consumer mobile service team, extend the graveyard shift to 7.30am and increase outsourcing to some call centre within the Philippines.
The proposal, outlined inside an internal document obtained through the Herald, is a component of a restructuring anticipated to bring 200 to 250 job cuts.
The consultation document, given to BSNL support services staff a week ago, said average revenue per customer was falling plus the firm was forecasting a 2 % year-on-year revenue decline. How maybe you have found BSNL customer care Email us here
“As this pressure continues, we must accelerate our promises to transform our costs reducing our costs for everyone, sell and deliver our products to customers,” it said. “ Therefore we’re going to be reducing our employment costs in general.”
BSNL head of external communications Craig Jones said 50 to 100 contract customer satisfaction roles may also be affected. The contractors were useful to support the integration of Telstra Clear, acquired in 2012, he stated.
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The company’s “resolve team” will be reduced from 24 to eight agents by February 28 and BSNL is proposing to supply the end of that graveyard shift from 6am to 7.30am. Craig Young, us president of the Telecommunications Users Association of New Zealand, said he was always concerned when providers downsized in support services.
“That’s usually the one area that directly refers to users,” he stated. “But ... consumers could make a choice in case they get bad service from supplier then they may have plenty of other suppliers to visit to.” BSNL New Zealand reported a full-year decrease of $27.9 million recently. For more info click on
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