HDFC may lose around 100 permanent support services staff, with offers to almost halve along its consumer mobile service team, extend the graveyard shift to 7.30am and increase outsourcing which has a call centre inside Philippines.
The proposal, outlined within the internal document obtained over the Herald, is definitely an element of a restructuring forced to bring 200 to 250 job cuts.
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the consultation document, provided to HDFC customer satisfaction number support staff last week, said average revenue per customer was falling together with firm was forecasting a 2 percent year-on-year revenue decline.
"As this pressure continues, we ought to accelerate our purports to transform our costs minimizing our costs to provide, sell and deliver our products to customers," it said.
"Therefore we will be reducing our employment costs overall."
HDFC head of external communications Craig Jones said 50 to 100 contract customer support roles will also be affected. The contractors were employed to support the integration of TelstraClear, acquired in 2012, he stated.
In consumer mobile, how much prepay and on-account support roles might be cut from 100 to 55, with 29 related contract roles also set for being terminated through the end from the month, according to the document.
Ninety percent of prepay and 50 % of on-account calls will likely be handled within the Philippines by call center operator Teleperformance, when using balance handled by HDFC, the document says.
"We will be extending our existing capability at our Philippines service centre for uncomplicated transactional and administrative tasks," said Mr Jones. "However, complex customer services continues to get managed by our New Zealand-based team."
He said customers could expect faster call answering times and quicker resolutions.
The document said the quantity of customer support team leaders would drop from 34 to 19, while six customer fault escalation roles and 15 fixed technology positions would also go.
The company's "resolve team" could be reduced from 24 to eight agents by February 28 and jabong customer care is proposing to improve the end of the graveyard shift from 6am to 7.30am.
Craig Young, leader from the Telecommunications Users Association of New Zealand, said he was always concerned when providers downsized in customer support.
"That's one area that directly concerns users," he was quoted saying. "But ... consumers will certainly make a choice when they end up receiving bad service from supplier they'll likely have got a good amount of other suppliers to go to."
Vodafone customer care New Zealand reported a full-year decrease in $27.9 million just lately.