Night-Shift Call Centre Staff outsource to New Zealand
1 May 2013
A Wrexham based call centre is putting some light back into night shifts by giving staff the opportunity to cover them from New Zealand.
Moneypenny staff were asked if they would rather work nights or relocate temporarily before sending a trial group to Takapuna on the northern coast.
With a 12 hour time difference staff in their New Zealand offices, who work shift patterns of four days on and four days off to allow for sightseeing, take over from their UK based colleagues at 20.00 GMT.
The idea came from company founder Rachel Clacher who took a year sabbatical in Australia.
"We had looked at hiring staff to work overnight but we weren't confident service levels could be maintained so would have never taken that risk.
"By working on the other side of the world we're now able to offer a truly 24 hour first-rate service, with bright, chirpy and wide-awake people."
On their website the company said: “Staffing a switchboard out of normal trading hours is costly and demanding as well as being prone to considerable variations in the quality of service delivered.
They add that by basing staff abroad “local UK receptionists, handling out of hours calls with the same exacting service standards as our daytime services. They just happen to be based in New Zealand.”
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