Tough times continue for Australia’s number three telco. Vodafone Australia today announced “a significant reduction in the number of office roles across the country to enable a leaner, more effective operating model.” CEO Bill Morrow said that after “reviewing the business in detail”, the company can best improve customer experience by completing the first phase of its DC-HSPA+ service (aka 3G+ network) and streamlining internal processes.
Translation: When you’ve lost that many customers, you don’t need as many staff...and the number of axed jobs is likely to be in the hundreds.
Morrow claimed that Vodafone's recent network improvements have resulted in a “50 per cent reduction in complaints to the Telecommunications Industry Ombudsman and, notably, a reduction in network-related complaints.” That's backed up by the Telecommunications Industry Ombudsman (TIO) report released today, though Vodafone did see an overall increase in complaints:
Complaints about Vodafone have also continued to rise (11 per cent), but the issues in these complaints have changed from last year. The ssues that prevailed in Vodafone’s complaints in 2010-11 about its well publicised network problems have reduced significantly. However, mobile-associated issues such as inadequate spend controls and internet usage charges have had significant increases.
Vodafone is nearing the completion of its first phase of its improvements: increased network transmission speed, faster radio technology with Vodafone 3G+ (DC-HSPA+) protocols; and, the replacement of nearly all radio equipment. Customers now apparently have access to:
• Increased download speeds up to 8 megabytes per second on 60 per cent of the Vodafone network; • 3G data session and call set-up rates now improved to reach Vodafone Group’s benchmark levels; • Dropped calls reduced by one third in metro areas; and, • First-call customer care resolution rates improved by almost one-third in the company's call centres.
Has your experience improved of late?
Meanwhile, Vodafone’s 4G plans remain firmly pencilled in for 2013, though we still don’t have any dates.
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