I have heard the Uniongas contact centres in Brantford and Thunder Bay will remain as management etc stating keeping UG employees is cheaper than outsourcing to Accenture? Has anyone heard anything on the call centres? People keep saying they will remain as they are way better and cheaper to keep in-house call centres? Anyone?
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haha, yes, that is totally my experience with the outsourced Accounts Payable. Complaining about AP is the new weather as far as small talk goes. Anyway, you'd think Enbridge would hesitate giving Accenture new contracts until Accounts Payable is , like, I dunno... functional? "Hey, remember that company that reduced Accounts Payable to a quagmire or utter incompetence? Let's let them take over one of our primary customer points and see how that goes!" Sigh. Truly though, EGD and UG both have good people trying to do their best, and who are proud of their respective approaches. The things that annoy and stress us out are corporate's fault, not EGD. Also, the EGD folks seem to hate corporate just as much as we do, so there's that. I think the next year will s--- some serious balls, but we are in this together, for better or for worse.
Enbridge could not find a flashlight in the dark even if there was a beacon shining on it. The same applies to outsourcing. Value for the money they pay to outsourcing companies in India. Just look at outsourcing AP to Accenture in India. What a mess. People at UG don't bother emailing APInquiries as its a waste of time. All you get is "let me talk to my supervisor and refer to this ticket number." No one calls you back and if on the rare occasion that they do, they don't have an answer.. I'm tired of getting top down emails saying we've worked out the bugs, provided additional training blah, blah blah. The situation is still FUBAR.
UG acts like their sh-- don't stink. They're entitled babies who WON'T WIN against corporate. SB was the worst and that's why he's out. Buckle up you whiney b--ches, it's Enbridge's way or the highway.
Lol. “businesses are just here to make money”....wow, thanks for the insightful information! Nobody who works for Enbridge would ever claim HR tries to make employees feel special, so you outed yourself as a troll, probably from Accenture.
From a strict long term financial position, contracting out these functions is ALWAYS cheaper. The long term employee burden costs are not borne by Enbridge, but by the contractor. ie. Enbridge does not need to provide vacations, benefits, pensions etc etc nor worry about laying them off , severences etc etc etc. Yes the contractors pass some of these costs on to Enbridge, but IF they offer any of the above it is significantly cheaper. While quality and service levels may not be up to the level you want, total cost of Employee ownerships is way lower. As a shareholder / manager for a company like EGD, which is regulated and has a monopoly on the market, quality does not matter, only bottom line financial performance for the Shareholders. This is a business that must make money for all shareholders and RRSP funds. Employees are secondary. Sorry but welcome to the real world, no matter what HR tells you.
Accenture isn't cheaper... did you not read the original post? One would suppose outsourcing is cheaper, but it isn't in this case. For all EGD's cost saving focus, restructuring and constant meddling from corporate, I am not aware of a single thing EGD does better or cheaper than Union Gas (not just in Customer Care, but in general...). It's a example of how if you treat your employees well and give autonomy to the folks who are experts in their area (vs meddling from the top constantly and pushing dumb, politically motivated ideas onto your staff without consultation) you get better results.
Customer satisfaction does not matter to Enbridge like Union Gas does.
Cost is what matters to Enbridge.
If Accenture cheaper. They are the call centre people.
Period
Hopefully Enbridge learned its lesson from other outsourcing boondoggles.
If you know that Accenture is taking over then when would they do it? Wouldn’t it take years? Also do not believe that you know because unless you’ve seen a contract then how would you know?
As i posted here in the past. Accenture is definitely taking over all Enbridge / Union Call centres. They have offered and has been accepted, price reductions for having the entire contract
Enbridge would be smart to retain the call centres as if you look at their customer satisfaction ratings and the number of time the Toronto Star has had to intervene for consumers, their reputation has taken a beating. Funny how UG customer complaints never get splashed over the largest metro papers.
Mind you Enbridge is such a bonehead and don't give a sh-- about their brand reputation, they just might do the opposite. Depends on how much Accenture is willing to bend over.
Having UG call centres take over the EGD calls makes logical sense given cost difference, but we can’t count on logic with these turds.
Haven’t heard but I wouldn’t be surprised if Accenture was willing to make concessions to land a larger contract.... economies of scale