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Westpac rolls back offshore outsourcing for customer-facing contact roles

Westpac has returned more than 1000 jobs to Australia following its 2020 commitment to roll back the offshoring of contact roles faced by customers.

Divided into Sydney, Melbourne and Adelaide, the 1,075 jobs brought back ashore primarily support the customer assistance and mortgage process that directly assists Covid-affected customers.

The move follows lenders’ approval that they have not kept up with the surge in demand during the Covid-19 pandemic.

Westpac Chief Peter King said:

“We continue to make changes to enhance the way we support our customers, and someone in Australia will be 100% responsive to customer calls.”

Training for the final hired employee group is underway and a complete transition to the onshore process is expected to be completed this year.

This switch is expected to increase productivity, but initially costs about $ 45 million annually. Banks will also continue to work with overseas partners, especially when it comes to technology and operations.

Westpac rolls back offshore outsourcing for customer-facing contact roles

Source link Westpac rolls back offshore outsourcing for customer-facing contact roles

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