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Is offshoring causing you headaches at work?

Apart from the loss of jobs and skills from the Australian finance sector that result from offshoring, and concerns about customer privacy, what effect does offshoring have on your ability to do your job? FSU has heard stories of delays and communication problems and members have expressed concern about the quality of service customers receive.

Has this happened to you? What is the effect of offshoring at your workplace?

Post your comment on the FSU online forum below.

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Member Rights Centre
 Ph: 1300 366 378


Your comments

Member comment submitted via email:

Credit Card approvals used to be done in 24 hours, now since Cards was sent overseas approvals take 5 days. How's that better for customers?

Posted by lshingles at 6/03/2008 1:10:34 PM
I spent 40 mins to Bangalore about a collections matter, to have them remove a code so a deposit could be made. they could not delete the code properly and our help desk eventually solved my problem. I rang back to their supervisor to advise him the correct procedure.He promised to pass it on to his staff.Time will tell.

Posted by 8527 at 6/03/2008 4:16:44 PM
Member submission via email:

As a staff member and loyal customer of the St.George Bank, I am in constant contact with my fellow employees and customers who are both disillusioned and disappointed with the bank which prides itself on (and boasts of) its people focused culture. The decision to offshore has sent a ripple effect of low morale right across the bank, which is also being felt and expressed by our customers. In addition, the unacceptable delays being experienced are putting my colleagues and I under immense pressure, with customers expressing their dissatisfaction (and often disbelief) upon hearing why their requests are still not actioned.

Nathan, St.George

Posted by lshingles at 10/03/2008 10:23:24 PM
Member submission via email:

I am greatly concerned by offshoring of jobs. It is one of the reasons I joined the union.

On numerous occasions I have rung card services and not been able to understand instructions given. I believe everyone deserves a fair go but when I cannot help my customer if I cannot understand what I am being told.

In one particular incident the gentleman I was speaking was quite irate that I could not understand "simple english". I tried really hard to understand and the experience was EXCEPTIONALLY frustrating.

Many colleagues feel exactly the same way, we are not adequately servicing our customers. I have also heard of people ringing several times to get someone they are able to understand - all that lost time and customer dissatisfaction. I am appalled that they are seeking to take further jobs away. I want the jobs back so I can understand like the Adelaide Help Desk they are FANTASTIC.

FSU Bank SA member

Posted by lshingles at 19/03/2008 2:11:05 PM
I work for Westpac and a colleage I work with has a friend in Senior Management who told them that they are looking at Outsourcing 80% of IT. They only intend to keep Project Managers/Designers of Systems - however the rest is all outsourced.

Each week we hear announcements after announcements of changes - SDA is being offshored/Life Insurance Business (New Business & Customer Services is now being offshored to Genpact) and Test Centres are up for review so you can see that they are offshoring and going at it full steam ahead. Four Senior IT Managers recently went over to India to review Outsourcers.

BT and St George IT staff have now been moved into Westpac IT as of this 1st October and all being merged to synergise functions and remove redunances as well as the offshoring going on as well.

They have obviously planned this for a long time and have a timeframe and timeline and picking teams off - so it is not so obvious. Most likely in sync with the 3 year agreement whereby they had to keep St George a seperate entity which is now at an end.

They moved all of our Super into BT Super For Life - so they knew there was no point in keeping Westpac Superannuation because there will not be enough staff to run a company anymore.

They don't care about Service and how incompetent or slow these outsources are - it is all about cost and reducing it.

Once all these companies offshore jobs and unemployment rises here - whose taxes are going to pay for hospitials/education/infrastructure for the economy?

Should there be an outsourcing tax on them to cover the money the government is not collecting from taxes from people who were working to keep the economy going - where jobs have gone overseas? Once people who are employed by these companies lose their jobs, they spend less and it has a downward spiral i.e. retail and service industries get impacted and reduce staff etc..

Who is going to be able to buy their products and take out home loans when people have no jobs? They will not be able to continue making the profits they are making and then what? They wll have nothing left to cut.

What sort of jobs/economy are we leaving for our children? We are certainly helping the Indian Economy at the expense of the Australian Economy and at the moment it is not so obvious but with all of these companies doing it - unemployment will rise very soon in the next couple of years and there will be bigger issues.

Posted by 1042641 at 22/12/2011 3:00:24 PM

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