Australia: Gateway outsources support, cuts staff

Gateway is outsourcing its ANZ Technical Support Call Centre to Datacom, a move which comes on the back of a cost-cutting plan that has seen the PC maker axe a third of its staff in Asia Pacific in the last six months.

SYDNEY (ZDNet Australia)--Gateway is outsourcing its ANZ Technical Support Call Centre to Datacom, a move which comes on the back of a cost-cutting plan that has seen the PC maker axe a third of its staff in Asia Pacific in the last six months.

The transition will be effective August 1, 2001, a company email to staff, which was leaked to ZDNet, reveals.

According to the email, “the majority” of the technical support team will be offered positions within Datacom--whether they will be equal to their current employment conditions is as yet unknown.

”Our Advanced Services and Field Services teams will remain with Gateway and will work closely with our new services partner,” the email states.

”Geraldine Lao, along with two team leaders, will remain with Gateway to manage the partnership with Datacom to ensure key performance indicators are achieved.”

Gateway says that the move to outsource its support will “offer improved career and development opportunities” for the technical support team and will deliver “improved service levels to our customers”.

It has been reported that Gateway Asia Pacific has slashed about 250 employees from its payroll in the past six months, including all 70 staff at its Malaysian sales office.

Gateway has also closed two Country Stores in Malaysia and will outsource call centre services and pre-delivery support to Datacom--Unisys will handle both repair and onsite technical support.

Gateway also plans to close two of four Country stores in Hong Kong.

Gateway has been contacted for comment.

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