Changes to TAB Phonebet Service Announced

The New Zealand Racing Board (NZRB) is making changes to its TAB Phonebet service, moving from a manned service to a fully automated one using TAB Touch Tone from 1 August 2016.

As a result of this move, NZRB’s Christchurch Phonebet site will be closed with 43 roles disestablished, however a consolidated site will remain in Wellington to provide a much smaller manned service for those who are medically exempt.

“I would like to thank our Christchurch Phonebet team for their professionalism during the consultation process. We are working closely with them, providing support and guidance - not only for today but throughout the entire change process,” said NZRB CEO John Allen. 

The decision, which follows a consultation period with staff, will provide financial savings to NZRB.

“Our profits go back to funding sport and racing, ultimately this is about ensuring we’re delivering the best return for an industry that is a significant contributor to New Zealand,” said Mr Allen.

It will also enable NZRB to focus investment in its growing digital channels to give its customers a better experience.

“TAB customers are increasingly shifting online. Over 63% of our customers over 65 are using online channels and we know that only 3% of new customers use the Phonebet service. Betcount through Phonebet is also in decline, dropping by more than 17% a year,” Mr Allen said.

At its peak in 2001, Phonebet handled more than 30 million calls a year; today there are 27.5 million fewer betting calls a year.

Around 10,000 customers use only Phonebet, out of a TAB customer base of approximately 250,000. While the Phonebet service will go, customers who prefer to use the phone...