Insourced customer service centre creates high skilled Australian
jobs and reaffirms commitment to customer service
Sydney, Australia – 07 July, 2010 - Macquarie Telecom (ASX:
MAQ) today announced the opening of its new $5m customer service
centre, the MacquarieHUB, in Sydney. The insourced customer service
centre, owned and staffed by Macquarie Telecom, has created Australian
jobs at its corporate headquarters in Sydney and will provide support
to the company’s hosting and telecommunications customers. The company
was congratulated for its commitment to Australian job creation
and investment in customer service by Senator The Hon Stephen Conroy,
Minister for Broadband, Communications and the Digital Economy,
and The Hon Eric Roozendaal MLC, NSW Treasurer, Special Minister
of State, Minister for State and Regional Development, who officially
opened the MacquarieHUB this afternoon.
As a commitment to delivering exceptional customer service, Macquarie
Telecom decided to bring its customer service centre operations
in-house based on customer feedback and because it learnt no other
company in Australia or overseas could provide the level of service
it aspires to. The 24/7, 365 days a year MacquarieHUB is specifically
designed for business, based on world best practices in customer
service centre technology, recruitment and management.
Staff at the centre have been carefully selected from thousands
of applications and are enabled by the latest technology and customer
support methodology. The new staff have been provided an intensive
6-week training program, 5 weeks more than industry standard.
Due to the nature of poor customer service in the telecommunications
and hosting industries globally, the company intentionally looked
outside of these industries for insight into delivering an exceptional
customer experience through adopting global best practice.
Since the company’s inception in 1992, Macquarie Telecom has enjoyed
rapid development, which has seen it grow to over 400 employees.
The new centre will be led by Simon Gatward, Group Executive Telecom
Services, Macquarie Telecom.
Commenting on the opening Senator Conory said, “Today’s launch
is a testament to Macquarie Telecom’s commitment to delivering world-class
customer service. MacquarieHUB is a win for businesses because they
get to speak with customer service professionals who know their
telecommunications trade and who know, importantly, how to deal
with people. I congratulate Macquarie Telecom on its new customer
service centre and encourage other hosting and telecommunications
providers to follow Macquarie Telecom’s lead.”
Minister Roozendaal said, “The NSW Government warmly welcomes
Macquarie Telecom's investment in this $5 million customer service
centre which delivers high skilled jobs for Sydney’s information,
communications and technology (ICT) sector. This investment – a
strong vote of confidence in NSW skills - was secured with assistance
from Industry & Investment NSW”.
David Tudehope, Chief Executive Officer for Macquarie Telecom
said, “We’re committed to making a real investment into delivering
a superior customer experience. In the National Broadband Network
(NBN) era, decisions should no longer be made based on the ownership
of services, but instead on the treatment customers receive with
the delivery and support of services, and how well providers can
help their customers’ business. For too long the industry has focused
on infrastructure as a differentiator. We recognise that in the
future, the business with a focus on customer care will be the business
that differentiates and succeeds.”
“Staff at the MacquarieHUB have been selected because they have
the customer service gene. Our business focus means our customers
talk to service professionals who understand the needs of business.”
Concluding, Tudehope said, “Macquarie Telecom is investing locally
and creating skilled jobs for Australia at a time when business
and other telecommunications and hosting companies are cutting costs
and off shoring customer service centres. We have learnt that outsourced
providers can’t look after our customers in the same way we can.”
In
2008, Macquarie Telecom was judged as the world leader in customer
care, winning the ‘Best Customer Care’ award for its Personal Accountable
Service (PAS) at the World Communication Awards.
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