Call centre returns to NZ
The Fairfax classified advertising call centre has moved back to New Zealand shores making life easier for local advertisers.
The new inbound call centre, located in Palmerston North, was officially up and running on September 4. The number is 0800 767 111 for all classified ads including public notices, situations vacant, and trades and services.
It means customers calling about classified ads or public notices will no longer be connected to Manila in the Philippines. The move will affect all Fairfax newspapers, including the Northern News and The Bay Chronicle.
Fairfax spokesperson Andrew Hassan said the company had received ‘‘quite a lot of feedback around difficulty understanding what they [customers] needed’’.
‘‘We’ve responded to that. Customers will appreciate that it’ll make their lives easier.’’
Fairfax group sales director Gareth Codd said customer feedback suggested people preferred to deal with sales advisers based in New Zealand. When the contract with its outbound call centre in the Philippines finished, Fairfax relocated it to Palmerston North. Now the inbound centre has joined it.
‘‘By bringing those two contact centres back onshore, it creates a much greater constancy, better flexibility, and an overall improved customer experience,’’ Codd said.
Fairfax contact centre director Christian Smith, right, manages the inbound and outbound call centres.