EPMU: TelstraClear should keep jobs in NZ

The EPMU has urged TelstraClear to keep its 170 customer service roles in New Zealand after the company announced it is conducting a feasibility study into whether there is a business case to send the jobs offshore.

No decisions have been made yet, but any changes would affect members in Paraparaumu and Christchurch.

EPMU organiser John Kerr says the business case doesn't stack up and any shift to outsourcing would be a lose-lose situation.

"TelstraClear has assured us that no decisions have been made at this stage, so we've entered consultation in good faith and are building a case to keep these jobs in New Zealand.

"We believe TelstraClear should show its commitment to its Kiwi workers, to its customers and to the wider community by keeping the jobs here. The loss of 170 jobs in Christchurch and Paraparaumu would be a huge blow to these communities and TelstraClear would rightly cop the blame.

"In our view the business case doesn't stack up either. The work done by TelstraClear customer service reps is complex and wide-ranging due to the fact they cover everything from phones to broadband to television, and there are real questions over whether call centres unfamiliar with New Zealand can provide this level of customer service.

"We also know there's a good deal of consumer resistance to outsourced call centres, particularly after the shambles with 018. While the numbers might add up on wages, when you consider the advantages of New Zealand-based call centres in winning and retaining customers we don't believe such a move would make business sense."

TelstraClear's feasibility study is expected to be completed in March next year.