Foxtel has axed more than 100 staff position amid a major round of redundancies as the pay-TV operator looks to streamline its customer services, Mumbrella can reveal.
The company refused to be drawn on the detail of the changes but it is understood that more than 100 jobs have been eliminated or outsourced, with the call centres at Robina and Moonee Ponds, at the centre of a change to what it calling the “Command Centre” project.
It is also understood that many of the redundancies have been on front end services, with a major shake up at the the pay-TV installation companies, including Downer and IGSM, who will be losing their pre-call teams as the company moves to what its management has described as “different way of working together that will mean a more consistent and efficient approach to field operations and an enhanced in-home experience for our customers.”
Buscema’s email to staff introducing the Command Centre project. Click to enlarge.
In an email to staff, Vince Buscema, director of customer installations and supply chains at Foxtel promised the new “Command Centre” project would help streamline operations and installations of Foxtel.
This would include “a new system that will schedule Technicians where they are needed according to their location, maximising on the job time and minimising travel time” and more centralised call call centre operations.
Buscema’s email to staff makes no mention of redundancies.
A spokesman for Foxtel confirmed the redundancies but declined to be drawn on the detail.
“Like any business, Foxtel has to make choices about resource allocation to fulfil its strategy,” said a Foxtel spokesman.
“Unfortunately, at this time this requires a reduction in staff numbers in order to free up resources.”
Last August Foxtel claimed record growth in its subscriber base with a 8.6 per cent year-on-year surge, however it later conceded that these numbers had been inflated through the inclusion of low value subscription video on demand users from Presto.
According to Foxtel’s company profile the pay-TV operator employees more than 2,800 staff.
Email to staff from Buscema:
I hope you had a great Christmas and New Year, and are ready and refreshed for a big year!
As I mentioned in my last message, 2016 is set to be a game changer, with Foxtel’s commitment to provide the best customer experience at the heart of everything we do.
By now, your manager should have briefed you on Foxtel’s Command Centre project, a major focus for 2016. If you haven’t yet been briefed you should hear more from your manager very soon. The Command Centre will be a different way of working together that will mean a more consistent and efficient approach to field operations and an enhanced in-home experience for our customers.
We see the Command Centre taking shape through four pieces of work:
A new operating model
Better, more efficient and automated processes that will improve the in-home customer experience while improving work flow for Technicians.
Workforce Scheduling Systems
A new system that will schedule Technicians where they are needed according to their location, maximising on the job time and minimising travel time.
Technician Inventory Management
A better inventory collection and returns process that requires less travel time and better flexibility. A one-stop-shop for all your installation requirements at competitive prices.
Central Customer Contact
A streamlined approach to customer communications, making things simple for customers.
We have already kicked off a small Inventory Management pilot in Parramatta in NSW and Geelong in Vic to test new ordering and pick up processes, and I’ll share more about this pilot once it’s a bit further along, but check out the pictures below of our first briefing.
The Command Centre project promises to be an exciting one, with lots of opportunities to drive business improvement through simplification of processes and improved systems.
You’ll be hearing more about the Command Centre in coming weeks via Director’s Cut and I’ve made a commitment to provide an update on our progress monthly.
If you have any questions, feel free to send an email to email@example.com otherwise have a chat to your Leaders, who have all been briefed on the Command Centre.
Until next month!