So I’ve heard some (rather valid) rumours about BNZ slowly looking to migrate it’s contact centres elsewhere.
Can you elaborate on the reasonings behind
A) merging the phone based team and email based team
B) the redundancy’s of the staff who’s job it was to train new staff
C) the redundancy’s of quality assessors required to assess the phone calls and emails between staff and customers
D) the fact that Bnz no longer hire sales staff externally and majority are hired from the service side of the business
E) the reduced number of teams held in the call centres and merging of teams rather than promotions of emerging leaders who have been training to be the next team leaders
This screams out to me that Bnz wish to have the least amount of redundancy payouts to the call centre staff by essentially pushing then down the “easiest” path by sending them to the sales teams that at this point, they don’t intend on closing or moving elsewhere.
