Credit: Vodafone NZ Vodafone says the team of 12 people will be based in Auckland and will help solve complex technical issues for customers. “By the end of October we’ll have four X-Squad teams, split between our North and South Island headquarters,” says Antony Welton, acting customer operations director at Vodafone New Zealand. “These technical customer service experts have been handpicked for their people skills and ability to solve complex problems,” he states. Over the coming months, more X-Squad teams will be coming online to help customers, says Welton. “Starting now, customers who have problems that our frontline agents can’t solve will begin to be transferred to an X-Squad case manager. It’ll likely take us until February to hit full capacity but we’re pushing ahead as quickly as possible. “Our aim is to make solving complex issues as radically simple from a customer perspective,” he explains. “The X-Squad is made up of multi-skilled experts empowered to deliver next-level care for the trickiest of problems. Once they get transferred to the X Squad, Vodafone customers will get dedicated case management all the way through to a fix.” The pilot for the X-Squad is a specialist group named the TLC Team. “The knowledge our TLC Team has gained over the past few months has been invaluable in guiding the X- Squad strategy and we’ve been encouraged by the consistently positive customer feedback the team has received,” says Welton. Vodafone had announced in September it is investing an initial $10 million for the X-Squad. Once fully formed, the X-Squad will be composed of multiple teams of selected and skilled New Zealand-based agents from Vodafone and from providers Tech Mahindra and Probe, located in Auckland or Christchurch. As well as case management, the X-Squad will actively monitor for any patterns that might be a systemic problem, and feed insights into other teams responsible for root cause fixes, says Vodafone. Sign up for CIO newsletters for regular updates on CIO news, career tips, views and events. Follow CIO New Zealand on Twitter:@cio_nz Send news tips and comments to divina_paredes@idg.co.nz @divinap Related content feature 10 most popular IT certifications for 2023 Certifications are a great way to show employers you have the right IT skills and specializations for the job. These 10 certs are the ones IT pros are most likely to pursue, according to data from Dice. By Sarah K. White May 26, 2023 8 mins Certifications Careers interview Stepping up to the challenge of a global conglomerate CIO role Dr. Amrut Urkude became CIO of Reliance Polyester after his company was acquired by Reliance Industries. He discusses challenges IT leaders face while transitioning from a small company to a large multinational enterprise, and how to overcome them. By Yashvendra Singh May 26, 2023 7 mins Digital Transformation Careers brandpost With the new financial year looming, now is a good time to review your Microsoft 365 licenses By Veronica Lew May 25, 2023 5 mins Lenovo news Alteryx works in generative AI for speedy analytics results OpenAI integration and AI wizardry for report generation are aimed at making Alteryx’s analytics products more accessible. By Jon Gold May 25, 2023 3 mins Analytics Podcasts Videos Resources Events SUBSCRIBE TO OUR NEWSLETTER From our editors straight to your inbox Get started by entering your email address below. Please enter a valid email address Subscribe