Exclusive: Agency says decision to cut outsourced workload by 30% is due to reduced demand as unions warn of longer wait times
The agency defended the move, saying it was a result of reduced demand for services and signalled it was going to employ casual staff “in-house” in the new financial year.
A Datacom Connect spokesperson said its “contact centre business along with several other service delivery partners” were informed by Services Australia of a “reduced requirement for the services we currently provide to them”. “Serco’s primary focus now is to ensure all employees affected by this decision are cared for and redeployed within Serco or suitable alternatives are found,” the spokesperson said.
They claimed it could lead to a blowout in call waiting times and delays to the processing of documents uploaded by welfare recipients dealing with Centrelink when they apply for benefits. “We will continue to adjust our service contracts and staffing levels, based on changing priorities, demands and the economic climate into the future.”
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