Franchise plans to move customer service centre in-house

Major franchise announces plans establish in-house customer service centre



Aussie Home Loans has announced plans to bring its customer service centre in-house.

Aussie chief executive, James Symond says the Aussie owned and run customer service centre is expected to commence operations in mid-October 2015 in Sydney, and will deliver on Aussie’s commitment to deliver the best customer service to customers and brokers.

“Our decision to insource this critical business function is a key part of our strategic and cultural objectives to deliver the best customer service proposition possible to our customers and brokers across all areas of our business,” he said.

“After careful analysis of our options, including our current outsourced call centre operated by TeleTech, we just kept coming back to the fact that we want to deliver more; more for our customers, become more focussed on service excellence, and add additional capabilities to this important part of Aussie. We think this is best achieved by directly managing all of our customer contact points and truly becoming one team.”

Symond thanked TeleTech for the integral role it has played in Aussie’s growth and success over their 11 year partnership.

“We will be working very closely with TeleTech to unwind our business operations and successfully establish our new Aussie Customer Service Centre.”

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