Vodafone contact centre proposed restructure

Attribute to Vodafone Chief Strategy Officer Dan Lloyd:

Following a dramatic decline in call volumes and complaints, and a growing customer preference for online self-service, we have today commenced consultation on a proposed restructure at the Vodafone contact centre in Hobart.

We have invested around $200 million in our Hobart contact centre since 2013, and the centre will continue to be a key part of our business.

Over recent years, Vodafone’s business performance has significantly improved. Our mobile network is now high-performing and our products, such as $5 Roaming, are designed to reduce the risk of bill shock for customers.

As a result of our network, product and service improvements, we are receiving significantly fewer complaints and calls from customers. Regrettably, this means we no longer need as many roles in our call centres, including Hobart.

It’s been a tough decision, but we have started consulting with Hobart-based employees about a proposed restructure which would involve a reduction in the number of roles at the centre.

The new structure will not be confirmed until the consultation process is complete, however we expect the number of impacted roles to be less than one hundred.

The proposed changes would create a more streamlined structure to enable us to serve our customers better and more efficiently.

There would be no increase in our overseas-based call centre workforce as a result of this proposed restructure.

As part of the consultation process, we will be calling for expressions of interest in voluntary redundancies.

At the conclusion of the consultation process, the final structure will be confirmed and we will work with impacted employees to seek redeployment in other parts of the business wherever possible, and provide access to outplacement services.

We recognise this is a difficult time for staff, and we are providing access to on-site and phone counselling services to all Hobart-based employees.

Vodafone no longer receives any form of federal or state government funding for the contact centre in Hobart.