Auckland Council’s plan to consolidate its contact centres has resulted in redundancies at the Orewa centre (in Centreway Road).
Late last year Manukau was identified as Council’s “Centre of Excellence”, which will be supported by a team of “home agents” (staff set up with the technology to work from home).
This centre will start operating from July 1.
Transformation director Patricia Reade says it will provide financial benefits and a consistent level of service across the region.
“When Auckland Council was formed, most contact centre staff remained based in the areas they had worked in under a legacy council.
This provided a seamless transition for customers and staff, who remained using local operating systems.
More recently, the operating systems have become integrated, which enabled us to move to a single centre,” she says.
Orewa’s 20 contact centre staff were offered the opportunity to become home agents. Nine took up the option on a permanent or trial basis, 10 opted for redundancy and one accepted another position. The changes do not impact on ‘customer-facing service centres’, which remain in their current locations, including Orewa.