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Wednesday, 11 April 2012 10:20

NBN does about face: brings call centre in-house - UPDATED

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After naming Service Stream as the outsourced provider of its customer contact centre a year ago, NBN Co has now announced plans to bring the function in house and to locate its customer contact centre on the Gold Coast at Varsity Lakes.

When it announced the Service Stream contract in April 2011 NBN Co said that initially the call centre would be staffed by around a dozen people and "Staffing levels are expected to grow substantially over the following 12 months as the company prepares for the rollout of its fibre network across Australia."

It now says that the operation will be wound down by September as the new call centre comes on stream. It is expected to begin taking calls in the second half of 2012 and to employ 100 people within 12 months. Recruitment will start in May.

And NBN Co's head of quality, Mike Kaiser, presented a rather different view of NBN Co's call centre planning. He told iTWire: "NBN Co only outsourced its call centre function to allow time for thorough analysis of the best model for dealing with external calls.

"Following careful consideration NBN Co decided that when someone phones it's important they speak with an NBN Co employee, not a call centre operator employed by someone else. We're committed to ensuring a high quality of interaction with every customer.'

NBN Co said it chose Varsity Lakes "because it best met a range of criteria set by the company including a substantial population base with an appropriate contact centre employment pool."

Kaiser, said: "The new centre will handle the anticipated escalation in NBN queries from the general public, property developers and builders now that the company has begun large-scale rollout of Australia's largest infrastructure project.

"The customer contact centre will play an important role in communicating how the network is being built and the steps householders and business owners will need to take to connect to the NBN and to move across from older infrastructure."

He added: "While NBN Co is not directly selling broadband services to homeowners and businesses the customer centre will support the work of the retail service providers who will have the ongoing relationship with their customers."

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