Foxtel has confirmed a decision to dramatically improve its local customer support centre experience.
As first reported by the SMH, the pay-tv provider is set to move up to 100 jobs back to Australia as part of a more aggressive strategy to maintain its existing Foxtel customer base.
A spokesperson for Foxtel confirmed the job boost telling TV Blackbox;
“The Foxtel Group is creating 100 new call centre roles in Melbourne and on the Gold Coast following a decision to onshore most positions in its retention team.
We already have a number of these roles based in Melbourne, and the aim is to improve the experience for Foxtel customers by having all these more complex call centre roles based in Australia by the end of the year.”
The move to boost local phone support comes at the same time as Foxtel is preparing for the rollout of its next generation set-top-box, the iQ5.
As previously revealed by this website, the new iQ5 will provide customers with the option of setting up a traditional satellite connection, or using wi-fi or ethernet to stream content. The new device will be capable of delivering Ultra High-Definition content to customers using either the internet connection or satellite.
At the same time as Foxtel is moving to expand its local call centre presence, the business has moved to cut costs in other areas with the loss of around 15 jobs in scheduling and programming departments.
TV Blackbox understands the job losses have occurred as part of a strategy to reduce production costs by outsourcing TV playout operations to a new cloud-based facility controlled operated by Indian IT services provider TCS
