Orcon says it will close its Manila call centre and open a new one at the company's office on Auckland's North Shore. The company says the new call centre will start operating early next month.
The move will create 60 jobs. Orcon says the people are already hired and have been trained. They will use a new digital support model that the company says will see general enquiries dealt with by email. Specialists will deal with technical questions.
Orcon says the move is happening because customers prefer dealing with a New Zealand based team. Other call centre operators have also said the economics of running a local call centre have improved in recent years although there are problems hiring and keeping people with the necessary skills.
General manager Taryn Hamilton says: "The move home has given us the chance to look at how we can do things better." He says having the centre based in New Zealand would give the support team the ability to identify and respond to issues faster, in real time.
Orcon is part of the Vocus group which is on the market to be sold by the middle of next year.