Telecommunications wholesaler and franchisor Telcoinabox has combined its New Zealand and Australian support system in a Sydney operations centre. Customer service, technical support, operations, billing, finance and training will be run from the centre. Business development, product and account management functions will remain in Wellington. According to New Zealand CEO Shannon Fisher, the combined operations means it can increase support by 25 percent to its 150 ANZ franchise and wholesale service providers. “To support this growth while achieving greater scale and cost efficiencies we are investing $2 million in streamlining systems and processes over the next two years.” The company is currently hiring 10 new Australian staff, bringing the headcount in the new centre to 60. This includes technical business analysts, billing specialists, human interface designers, software developers, data-centric product managers, franchise channel managers and account managers. Fisher adds that it also is in discussions with a number of master franchises in Europe and plans to establish a European operations centre later this year.
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