Vodafone Job Losses

spank_inferno

After the migration of their back office and tech support functions to India & Egypt, the remaining customer care staff in their Dublin & Dundalk offices have learned that their jobes have been moved to the UK.

I dont know how many job losses exactly, but it will be in & around 150-200.

The timeline for the migration of jobs is about 6 months.

I'd say it will hit the media in the next day or so.

starlit

You serious. That is just shocking. I've applied for jobs with them loads of times but no success so guess they were trying to bring in new graduates but decentralise the work force at the same time.:(

starlit

Not very good for Ireland though!

chris6

I'm currently working but leaving next week. Wasn't in work today for the news but it is really disappointing. Not a nice end to the week for staff members!

liammur

Vodafone are going to come under a lot of pressure, their business is being squeezed with new technology.

spank_inferno

liammur wrote: »

Vodafone are going to come under a lot of pressure, their business is being squeezed with new technology.

Well they are pretty good at rolling out and/or obsorbing new technologies into their product portfolio (especially for enterprise/corporate clients).

However the problem was, though their customer numbers are holding up, the average revenue per user has dropped off quite a bit.

liammur

spank_inferno wrote: »

However the problem was, though their customer numbers are holding up, the average revenue per user has dropped off quite a bit.

Facebook etc are doing a lot of damage to spend, texts etc are down across US/Europe.

Cookie_Monster

spank_inferno wrote: »

After the migration of their back office and tech support functions to India & Egypt,

when will companies learn, this doesn't work. Yes it may be cheaper but US and UK based people get pissed off with workers with thick accents who stick so rigidly to the instruction sheet. Lots of UK companies now advertise the fact they have UK call centres, and obvioulsy think it's worth the extra expense. Vodafone shooting themselves in the foot.

liammur

Looks like the jobs going to Newry

http://www.rte.ie/aertel/112-01.html

meglome

I called Vodafone yesterday with a query and could not find any means to speak to a human being. Out of curiosity I repeatedly tried to speak to someone with no luck. As a long time business customer I always found their service excellent but if that changes I will be moving. My experience with foreign call centres has been terrible.

gurramok

Cookie_Monster wrote: »

when will companies learn, this doesn't work. Yes it may be cheaper but US and UK based people get pissed off with workers with thick accents who stick so rigidly to the instruction sheet. Lots of UK companies now advertise the fact they have UK call centres, and obvioulsy think it's worth the extra expense. Vodafone shooting themselves in the foot.

+1

I deal with lots of nationalities on call in my job and those from India have in general terrible English pronunciation in contrast to those in Eastern Europe or the Philippines. Only a minority have good English from India, perhaps 10% in my experience. There was a BBC article about this before recently.

Before the PC brigade jump in, its the reality out there and the Indian accent does not have the comprehension of an English speaking Irish\English\American\fluent English Continental person. That said, I think the best English speakers outside western influence is in the Philippines, that is where I think the next Asian outsourcing will be based on customer satisfaction instead of cheap bucks.

therewillbe

meglome wrote: »

I called Vodafone yesterday with a query and could not find any means to speak to a human being. Out of curiosity I repeatedly tried to speak to someone with no luck. As a long time business customer I always found their service excellent but if that changes I will be moving. My experience with foreign call centres has been terrible.

Dont go to 3,You end up in India.I lost the plot a few months back with a dodgy phone.Yes they were nice,but too nice if you know what I mean?Going abroad dont always work out. Anyway ,Viber is the way to go.

HellFireClub

This isn't meant to sound callous but it is extremely difficult to have any sympathy whatsoever for their customer service staff. I imagine the change has been necessary due to the number of customers that they have lost with their hopelessly poor attitude to their customers, just take a look at the kind of customer experiences that have been discussed on the Vodafone forum, things like incorrect billing, absolute failure to be able to resolve these issues when they arise, they are literally impossible to deal with. Sorry to anyone who is losing their job but there is clearly a serious performance and morale problem within Vodafone that is behind such poor delivery of customer services, and at the end of the day if people in jobs lose their interest in the needs of the customer, then I'd argue that this kind of an outcome is all but inevitable.

srsly78

HellFireClub wrote: »

incorrect billing, absolute failure to be able to resolve these issues when they arise

Pretty normal service from any mobile carrier :pac:

Vodafone do actually sort their **** out when you shout at them enough and get comreg involved. I took VF to the cleaners, got 6 months free from them by way of apology (6*e55).

Some other carriers are possibly worse VF are best out of a bad lot imo.

Lizzzard

HellFireClub wrote: »

This isn't meant to sound callous but it is extremely difficult to have any sympathy whatsoever for their customer service staff. I imagine the change has been necessary due to the number of customers that they have lost with their hopelessly poor attitude to their customers, just take a look at the kind of customer experiences that have been discussed on the Vodafone forum, things like incorrect billing, absolute failure to be able to resolve these issues when they arise, they are literally impossible to deal with. Sorry to anyone who is losing their job but there is clearly a serious performance and morale problem within Vodafone that is behind such poor delivery of customer services, and at the end of the day if people in jobs lose their interest in the needs of the customer, then I'd argue that this kind of an outcome is all but inevitable.

People who work there have clearly been told this has nothing whatsoever to do with quality, although that has dropped drastically since the back office move to India, believe me.
You do come across as callous, as your statement could possibly be said about wherever you work along with many, if not all if we're taking individual cases, other companies. But you don't seem like the type of person who would take these kinds of things into account, otherwise you may not have said what you did.

nice_guy80

time for a phone company to publicise the fact their call centres and staff are in the Republic

I had been considering switching to Vodafone, but now I think I'll stick to my current provider

Sponge Bob

nice_guy80 wrote: »

time for a phone company to publicise the fact their call centres and staff are in the Republic

Tesco Mobile and O2 are.

DrumSteve

Sponge Bob wrote: »

Tesco Mobile and O2 are.

Same with meteor and emobile

n97 mini

Which only leaves 3 and now Vodafone.

Cookie_Monster

Are Tesco not in Scotland along with their clubcard and customer service centres?

cliona8969

shocking news!! is vodafone going to shut down altogether in dublin?
also where will the new vodafone head office be? it used to be central park but with over 200 employees being moved, will it be in newry now?
is the vodafone head office in mountainview closing down altogether? my sister works there in another department

spank_inferno

cliona8969 wrote: »

shocking news!! is vodafone going to shut down altogether in dublin?

No, the company will remain at the Central Park address.

Its only customer care that is affected.

Mrbreannan

HellFireClub wrote: »

This isn't meant to sound callous but it is extremely difficult to have any sympathy whatsoever for their customer service staff. I imagine the change has been necessary due to the number of customers that they have lost with their hopelessly poor attitude to their customers, just take a look at the kind of customer experiences that have been discussed on the Vodafone forum, things like incorrect billing, absolute failure to be able to resolve these issues when they arise, they are literally impossible to deal with. Sorry to anyone who is losing their job but there is clearly a serious performance and morale problem within Vodafone that is behind such poor delivery of customer services, and at the end of the day if people in jobs lose their interest in the needs of the customer, then I'd argue that this kind of an outcome is all but inevitable.

Callous isn't the word for your post! do you not understand boards will always have what is wrong but nothing about the amazing helpful loyal people who sit day in day out listening to customers vent cry and complain and fix whatever the problem might be! Vodafone might not be perfect for customer service but it's not far off!!the call center people have alot to be proud of it is a pity you couldn't use your time more productively and highlight the good thing's and show some compassion for the many Irish workers who have just lost their jobs!!!!! But no your not callous MUCH