This is just another example of Suncorp looking at the dollar signs. They have no concept of what is involved with claims and the sensitive issues that we deal with on every call. They have not considered what impact this will have on the customer service that AAMI has been able to provide.
Customer Service is not a priority where Suncorp is concerned otherwise they would not have closed all the AAMI branches. We continually get very negative feedback from our customers regarding the branch closures.
I cannot begin to imagine the complaints we would be dealing with should this offshoring occur. They have not considered what impact this will have on staff who have already had to deal with continual change after change and no support or training in which to handle all the changes and continual complaints from customers. It is obvious Suncorp have no concern for staff or customers and only consider how much they can line their own pockets
Posted by
2829350
at
28/08/2011 1:04:31 PM
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I don't work at either Suncorp or AAMI, but I have insurance with AAMI. I'll be cancelling it & going elsewhere if they off-shore their claims area.
Maybe someone should mention the drop in service that happens when they send our jobs off-shore (any of our jobs).
Posted by
362091
at
2/09/2011 3:47:10 PM
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It is about bloody time that something is done about this offshoring buisness. I for one will not speak to anyone or discuss anything about any of my accounts and will be calling on family and friends to do likewise. Keep our jobs in Australia.
Posted by
1021625
at
5/09/2011 1:02:02 PM
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maybe bill shorten can be brought into the discusion and put the federal gov. point of veiw re offshoring. it dose not carry much weight these days. richard patey, superpartners, vic.
Posted by
1046636
at
5/09/2011 1:17:34 PM
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Branches are having to deal with an increasing amount of enquiries as customers just dont want to deal with these call centres. In my job I have to deal with them on a weekly basis and I am sorry but there is a definate language barrier when having to speak to them.
We should'nt have to. Why cant these jobs be kept in Australia. Banks and multinational companies make huge profits. Cut wages from the top end of the work force. NOT THE BOTTOM!!!!
Posted by
1030308
at
8/09/2011 4:49:46 PM
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I work in the banking call centre and up until now have felt proud when I could tell customers that all of Suncorp's call centres are within Australia .... I will feel very uncomfortable having that conversation if this goes ahead 8-(
Posted by
2840586
at
15/09/2011 10:42:59 AM
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AAMI is not the only Insurer Suncorp has taken over APIA and GIO were also companies taken over by Suncorp and the ethic at APIA was always customer service but sadly now there is no priority given to customer service, no loyalty to the staff who built up a fantastic company one which I have until now been extremely proud of, it has been destroyed in all but brand name only and I know our customers will not adjust to any areas of the business going offshore were they will be treated as one of the rest. I fear for the future of all our children and grand children if we allow Suncorp and others to take all our jobs offshore.
Posted by
2837252
at
16/09/2011 7:57:14 AM
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As part of the Westpac Group, I understand about 'off-shoring.' The credit card area I work in was off-shored several years ago, unsuccessfully and it took Westpac approx. 4 years to realise that the quality of service supplied by this off-shoring team in India was not in the best interest of customers, staff or the Bank. The turn-over of staff in India was forever on-going and the training of new staff was sub-standard to anything here in Australia. Thankfully Westpac resinded their decision of off-shoring our department and the work has come back to Australia and employing Australians.
One of the best decisions the Westpac Group has ever made.
Posted by
812749
at
16/09/2011 8:30:50 AM
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Regrettably union membership is on he decline, as are the Social
Moral obligtions of our bigger companies.
If the like of Suncorp, who's roots are very firmly Iconic Queensland (thus Australian) fail our population, we are all in very very great peril over time.
Corporate moral corruption is our greatest challenge in these tough times, not only for them and their significant profits, but the people whom they SERVE and reply on for the income from which those profits are derived.
Share holders stand firm. Reject this tragic direction before we all suffer irretreivable loss, far befond the financial.
Posted by
451714
at
16/09/2011 10:37:20 AM
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Don't kid yourself, this is not just a Suncorp issue but an across the financial industry issue. I work for ANZ and this is ongoing here too!!
FSU and everyone needs to say No! If the work is written here it needs to be processed here..
The first Bank that does this and brings their processing back to Australia will really have a competative and marketing advantage. Something useful they can use in their next advertising campaign. "Keeping Aussie jobs in Australia!"
I hope it wil be ANZ?
Posted by
220021
at
16/09/2011 11:40:43 AM
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So Suncorp have been trying to be the local champion for Queenslanders for many a decade. Now they own so many insurance brands that they have become truly a national insurer (eg: AAMI, Shannons, GIO).
No other isurer processes claims offshore so why should Suncorp blaze a trail?
Simple, because they sadly have a track record of treating their staff with contempt and this is the next frontier for them. Patrick Snowball's job is safe, pity about his loyal workforce as their jobs aren't.
Like all other offshore ventures, service will reduce with local staff having to pick up the slack for their customers, sometimes with no reward or to their detriment if it isn't part of their performance targets.
Simple solution to avoid this is to invest in Australian skills and keep jobs here where they create wealth, prosperity and a future for finance workers.
Posted by
414487
at
17/09/2011 11:57:10 AM
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Here we go again. first they take over AAMI and take away all our great CORE VALUES and now our JOBS. It's a pity Patrick Snowball isn't going to INDIA to work and take over a company there and ruin it. If only the hierachy got on the phones and listened to our customers complain about that there isn't the same customer service that they received before SUNCORP came into our lives. Suncorp management need to have a long hard look at themselves and ask the question do we want to be known for GREAT CUSTOMER SERVICE or have NO CUSTOMERS TO SERVICE.
Posted by
364707
at
17/09/2011 4:17:59 PM
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Once the majority of finance sector jobs are sent off-shore who will buy finance products? Will there be enough people to keep prices affordable and companies profitable?
Posted by
163854
at
19/09/2011 10:43:08 AM
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No jobs of ANY SORT should ever be sent offshore. We have lost far too many already. Our Federal Government also sends money to these people everywhere, but none comes to us. What happened to "charity begins at home". These overseas people don't care about Australians. We are the laughing stock of the world because we are so gullible. Most of our home industries have long gone, forcing us to buy foreign goods that we can make a lot better. Companies who intend to offshore jobs should be stopped or, at least, fined heavily. Jobs that have already have gone overseas should be BROUGHT back to Australia. Our Federal Government is a toothless tiger, licking the boots of foreigners. What about us.
Posted by
1002111
at
21/09/2011 4:26:00 PM
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CEO's of these big companies earn more in 1 year than most of us will earn in a lifetime, but yet they think that we are paid too much. So they send our jobs to low paid countries, and then collect their multi million dollar bonuses. How about they take a pay cut, waive their bonuses and support the staff they have to keep their jobs instead of selling us out to fatten their already fat bank balances. But i guess that wouldnt happen because they just dont care about the people who work for them. Greed is a way of life for these people.
Posted by
2841463
at
28/09/2011 8:28:16 PM
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Australian employers MUST keep Australian jobs in AUSTRALIA! My uncle was the CEO of a major bank, and he would be TURNING IN HIS GRAVE if he knew what was going on now! Yes, there are language barriers and, it seems, many off-shoring partner companies do not know the meaning of the words QUICKLY or URGENT when it comes to dealing with enquiries, be they internal or external! And as for phoning our off-shoring partner for tech support.....Welllll......That is a bloody NIGHTMARE! We have to repeat everything....PARROT-FASHION!.....Because they don't know/understand what we are on about!
Posted by
1035514
at
25/10/2011 8:32:34 PM
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