NZ-based telecom turns to South African call centers for support
AUCKLAND, NEW ZEALAND — Telecommunications company 2Degrees announced that they are turning to contact centers in South Africa to cope with the tight labor market.
In a statement, the firm said that it had a “challenging time” resourcing its call centers in New Zealand for the past two years. To help, they had turned to “co-sourced support” from an external company in South Africa.
“We have been recruiting at pace in New Zealand for some time, and we’re not alone in our struggle to find people in the current labor market. Our people are doing their absolute best, and they have been under pressure. Equally, we want to be able to get to customer calls and emails faster than we have been. This is our highest priority,” said 2Degrees CEO Mark Callander.
“The South Africa team [is] co-sourced, which means we train and have them as a part of our team. They will be solely looking after customers on prepay plans, and a few of the team have started taking calls this week,” Callander added.
2Degrees previously promoted that their company has a 100% local workforce. However, recruitment issues and the tight demand for the hospitality and tourism sector made them resort to outsourcing their call center support.
