Westpac is redeploying 1,000 overseas call center jobs back to Australia - Business Insider

The bank will redeploy 1,000 jobs from India and the Philippines to Australia and hire new workers over the next year. Westpac CEO Peter King said, "while we have added additional resourcing to support unprecedented demand following COVID-19 … at times our response rates have been too slow." Some roles will be kept overseas, but King noted that if a customer called the bank, their call would be answered by someone in Australia.

Call centers became the front line of communication between customers and banks during the onset of the pandemic — and were inundated with requests for payments holidays. Bank call centers flooded with inquiries from concerned customers about deferring payments on mortgages, credit cards, and business loans.

Call centers also became lifelines for high-risk and quarantined consumers who didn't have an option to go into the branches that remained open. This overwhelming volume led to substantial wait times for many consumers. Westpac's move — which it anticipates will generate $45 million in initial annual costs — indicates that call centers will remain paramount to customer service for the foreseeable future.

The move highlights the disconnect in customer service options between what customers want and what banks are offering on their digital platforms. Continued high call center volume suggests that a significant number of customers still aren't relying on digital channels for support. And many have indicated they human expertise when it comes to financial dealings, particularly during a time of crisis — making call centers especially valuable right now.

Nigeria Nigeria Latest News, Nigeria Nigeria Headlines

Similar News:You can also read news stories similar to this one that we have collected from other news sources.

11 lessons I've learned from studying over 1,000 successful people - Business InsiderBusiness Insider is a fast-growing business site with deep financial, media, tech, and other industry verticals. Launched in 2007, the site is now the largest business news site on the web. Great Article Winning
Source: BusinessInsider - 🏆 729. / 51 Read more »

Power Line: Insiders and leaked audio reveal new details of job cuts at Exxon - Business InsiderBusiness Insider is a fast-growing business site with deep financial, media, tech, and other industry verticals. Launched in 2007, the site is now the largest business news site on the web.
Source: BusinessInsider - 🏆 729. / 51 Read more »

Peacock reported 10 million sign-ups this week - Business Insider - Business InsiderBusiness Insider is a fast-growing business site with deep financial, media, tech, and other industry verticals. Launched in 2007, the site is now the largest business news site on the web. Interesting & well considered distinction.
Source: BusinessInsider - 🏆 729. / 51 Read more »

How to land a great job in cybersecurity – even if you lack experience - Business InsiderBusiness Insider is a fast-growing business site with deep financial, media, tech, and other industry verticals. Launched in 2007, the site is now the largest business news site on the web.
Source: BusinessInsider - 🏆 729. / 51 Read more »

A Google recruiter shares 4 important job-search and interview tips - Business InsiderBusiness Insider is a fast-growing business site with deep financial, media, tech, and other industry verticals. Launched in 2007, the site is now the largest business news site on the web. Google Can't access the article Google African lives matter too...ever thought flying & recruiting our folk too ?
Source: BusinessInsider - 🏆 729. / 51 Read more »

Starling has disbursed $849 million in Bounce Back Loan Scheme relief loans - Business InsiderBusiness Insider is a fast-growing business site with deep financial, media, tech, and other industry verticals. Launched in 2007, the site is now the largest business news site on the web.
Source: BusinessInsider - 🏆 729. / 51 Read more »