21 Jun 2013 | The Australian Financial Review
ANZ Banking Group has confirmed its plans to outsource 590 call centre jobs in Melbourne to the Philippines and New Zealand. ANZ is already a major user of offshore hubs, with 5,500 people in Manila, Philippines, 1,500 in Bangalore, India and 200 in Chengdu, China.
Mohit Sharma, Director of Mindfields, an outsourcing advisory firm, said ANZ would be incurring at least 40% more in costs to operate its call centre in Australia compared to offshore. “The quality of offshore call centre is as good as Australian call centres”, he said. “At least 65% of resources in Australian call centres are students, new immigrants or backpackers, and that is short-term employment. Offshore call centres hire professionals or fresh graduates who go through proper training but want to make it as a long-term career”.
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