Fairfax call centre back home in NZ
The Fairfax classified advertising call centre has moved back to New Zealand shores making life easier for local advertisers.
Fairfax’s new inbound call centre, located in Palmerston North, was officially up and running on Monday.
The new Kiwi call-centre is on 0800 767 111 for all classified ads including public notices, situations vacant, wanted to buy, rentals and trades and services. It means customers calling about classified ads or public notices will no longer be connected to Manila in the Philippines.
Head of CRM and customer data Andrew Hassan said the company had received ‘‘quite a lot of feedback around difficulty understanding what they [customers] needed’’.
Calls were taking longer, which was often frustrating for them, he said.
‘‘We’ve responded to that. Customers will appreciate that it’ll make their lives easier. They’re showing loyalty to our publications and we need to respond to their needs.’’
The move will affect Fairfax newspapers up and down the country, including daily and community publications.
The new call centre will employ two team leaders and 18 sales advisers, who will join the 20 employees at the company’s outbound call centre, which opened a year ago, in the same building as the company’s Manawatu newsroom.
‘‘Customers will appreciate that it’ll make their lives easier.’’