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Mar 13, 2017

Excellent Customer Service at the Heart of Mercury

When a company goes through a rebrand, there’s one big question: how do they put this new approach into practice and bring it to life for their customers?

For Mercury, who had involved their customers in the creation of their new yellow brand, a significant part of the answer rested on the customer experience, and Mercury’s Contact Centre staff, who talk to their customers every day.

The picture below shows NZC CC L3 Alignment Pilot class graduates. They actually all completed in December and the CEO was there to award all 30 trainees with their certs and the next co-hort of 16 complete next month, with another co-hort set to enrol in May. Read more about it here.

 

mercury

   
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Mar 10, 2017

Weight Watchers Announce New Contact Centre Technology Partner

Weight Watchers Australia and New Zealand today announced a partnership with contactSPACE, the Cloud Contact Centre for Business, to unify its contact centre solutions across both countries. Weight Watchers provides both on-line and group coaching to ANZ and is a leading provider of Weight Loss & Healthy Lifestyle wellness programs across the region.

 Weight Watchers undertook an extensive international search for the right solution. According to Belinda Dimovski, Director for Customer Experience at WW Australasia, the combination of contactSPACE’s best in class technology, and nuanced understanding of our customer-centric philosophy made contactSPACE the clear choice.

 “Given the close ongoing relationship we have with our members, it’s crucial we can provide a tailored and supportive experience at every engagement’’ Dimovski explains. “contactSPACE took the time to understand our business, and demonstrated an impressive CRM, contactSPACE will produce significant efficiency gains and also serve Customer Service representatives a 360-degree view of their members’ engagement with the organisation – all to drive a better Customer Experience.

 Paul Schiffner, Weight Watchers Managing Director and SVP Australasia, stated; ”Weight Watchers is a holistic lifestyle program, and as such we require a holistic view of our member interactions”. Schiffner added; ‘’As a highly capable, integrated contact management solution, contactSPACE’s offer is very compelling”.

 David O’Leary, contactSPACE CEO said of the new partnership, “We love great brands! Weight Watchers is a fantastic brand which is highly focused on delivering a quality Customer Experience. At contactSPACE, we help companies achieve the highest level of experience by using our tools and thought leading methodologies to get brands closer to customers.  The Weight Watchers/contactSPACE relationship ensures that Customer Experience remains a top priority into the future.” 

   
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Feb 24, 2017

The New Buzz Word... Chatbots!

In case you haven't heard, there is a new buzz word... chatbots! So you now ask, what can chatbots actually do? Check out this interesting article which will start you thinking about using chatbots in your contact centre! Click here.

   
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Dec 22, 2016

2016 APCCAL Expo

Here are the materials and presentations shown during the wonderful event!

   
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Dec 05, 2016

Genesys Announcement

Genesys (http://www.genesys.com/anz) has completed its acquisition of one of our sponsors, Interactive Intelligence. CCiNZ are excited about the opportunities presented and look forward to continuing to work together and support our great industry.

http://www.genesys.com/about/newsroom/news/genesys-completes-acquisition-of-interactive-intelligence

For more information, please contact Chris Nguyen | Genesys | chris.nguyen@genesys.com

   
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Nov 18, 2016

Halloween Theme Winners

Check out the pictures sent in by our CCiNZ members showcasing their Halloween themed contact centres! Winners are the following:

Best Costume Individual:  Saffron Drylie - NZTA  

Best Costume Team: Globug

Best Team Pod Decoration:

Winner: Paymark

Runner-up: DHL

Click here to see the pictures.

   
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Sep 20, 2016

2016 CRM Contact Centre Awards

The "Oscars Night" for the NZ Contact Centre Industy was held last Friday at the Sky City Convention Centre and the whole place was once again buzzing with excitement and expectation! After a presentation showcasing the theme "Come Fly With Me" and some sumptuous food that Sky City is renown for, the 2016 CRM Contact Centre Awardees were announced and applauded as they received their plaques on the stage!

Congratulations to all the finalists and winners who worked so hard to get that much-coveted CRM Award! Click here to see the list of winners.

We look forward to another wonderful evening next year!

 

   
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Aug 30, 2016

APCCAL EXPO 2016

Hong Kong Call Centre Association (HKCCA) is honored to have been selected as the host for Asia Pacific Contact Centre Association Leaders (APCCAL) EXPO 2016. It will be held in Hong Kong Disneyland Resort with the theme of "Omni-channel Customer Experience." It is a 3-day event from 2 to 4 November 2016 which includes Leaders Meeting, Conference, Exhibition, Korean Night, Networking Cocktail, Contact Centre Visits, Awards Presentation and Gala Dinner.

For bookings and enquiries please refer to the HKCCA website.

   
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Jun 27, 2016

12th CCAS Regional Contact Centre Symposium

Early bird rates for APCCAL members for the coming 12th Regional Contact Center Symposium 2016 (5 & 6 Oct) is now available!

early bird edm4 apccal2

   
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May 23, 2016

AGM 2016

If you weren't able to attend the recent AGM held in Auckland last week, you can view the Annual Report and Financial Report and the Financial Statement on the website.  

   
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May 13, 2016

Call Centres That Truly Make a Difference

This article, published by journalist Ash Argon in the Herald Sun, is about a small call centre in Victoria and the critical role these women play in supporting some horrific circumstances...

Click here to read about Safe Steps.

Source: Blog taken from Contact Centre Central, 2 May 2016

   
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May 04, 2016

Do you want to Sponsor a 2016 CCiNZ Award?

This year's CCiNZ Contact Centre Awards are right around the corner.  We are inviting expressions of interest for Award sponsorship.  Find out more details here.

   
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Apr 11, 2016

Social Media Customer Service in Decline

The number of consumers using social media to resolve issues has dropped compared to two years ago.

The NICE/BCG 2016 Consumer Experience Report focused on customer interactions with providers of financial, telecom and insurance services. Over 1700 people between the ages of 18 and 65 were interviewed across the US, the UK, the Netherlands, France and Australia.

While daily, weekly and monthly use of social channels doubled between 2011 and 2013, those same categories declined between 2013 and 2015. The number of respondents who never use or are not offered social media customer service rose from 58% in 2013 to 65% in 2015.

Respondents who do not use social media cited a number of reasons. 33% said it takes too long to address issues, 32% that it has limited functionality, and 30% that it isn't feasible for complex tasks. Social media was the channel with the highest percentage of abandons in both 2013 and 2015, with the number rising from 32% to 42% over that period.

Australian and European respondents thought it essential that they be automatically routed to the correct customer service agent along with their information, without being transferred multiple times. They also said that their service provider rep should be aware of their past three to five interations with the company to tailor service to their needs.

American respondents, on the other hand, said all of those actions would "exceed expectations." In total, Americans surveyed ranked only 15 out of 25 factors as essential, while other countries' respondents expected anywhere from 21 to all 25 attributes.

While American respondents seem to have lower expectations, immediate resolution was cited by other countries, genders and ages as the top factor in a perfect experience, valued by 51% of respondents. Other important factors include reps knowing what consumers need and providing an immediate solution, forwarding information and actions from department to department, and knowing what consumers had already done through a self-service channel.

 To download the full report, visit www.nice.com

6 April 2016, Call Centre News, NICE 

   
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Apr 11, 2016

Datacom Opens New Melbourne Office

Victoria's Minister for Small Business, Innovation and Trade, Hon. Philip Dalidakis, has officially opened Datacom's third Victorian office in South Melbourne, a reflection of the IT service company's extensive growth in the region.

The new South Melbourne office will employ an additional 100 local staff over the coming 12 months, covering software solutions and app development, Cloud consulting and professional services.

"The opening of Datacom System's new South Melbourne office comes hot on the heels of a host of major investments by Australian and global tech companies that are boosting Victoria's reputation as the number one tech destination in the Asia Pacific region," Minister Dalidakis said.

"I am especially proud of the team we have assembled in Victoria. Our success is in no small part due to their hard work and expertise. We will continue to grow by focusing on the state government sector and across the banking and financial services industries, health, transport and logistics. Victoria is a great place to do business and we thank the state government for their support," said Scott Green, Director, Datacom Systems Victoria.   

7 April 2016 ContactCenterWorld

 

   
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Nov 16, 2015

How to Fix Your Customer's Call Centre Service Experience

What are your customers REALLY saying? No one likes calling customer service... but why? And what can be done to fix a bad call centre experience?

Mattersight, a behaviour analytics company, surveyed over 1,000 ordinary consumers to find out more. Their recent report, Please Hold for a Reality Check, uncovered startling statistics around the call centre experience - plus insight into how almost every caller's interaction can be dramatically improved.

Check out this helpful article by clicking here and register to get a free copy of the whitepaper.

  

   
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Nov 24, 2014

Congratulations to CCiNZ 2014 Award winners

WOW! a great night at the 2014 CCiNZ awards on Friday night held at the Waipuna Hotel and Conference centre in Auckland.

Congratulations to this years winners

2014 Contact Centre Team Leader of the Year 
Hannah Jordon, Meridian Energy


2014 Contact Centre Manager of the Year (Under 50 Seats) 
Haig Davidson, Mitsubishi Motors New Zealand

2014 CCiNZ Trainer of the Year 
Janet Tautaiolefua, Mercury Energy

   
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Nov 12, 2014

Average speed of answer has jumped by 27%

"The UK Contact Centre HR & Operational Benchmarking Report (4th edition 2014/15)", is a major study of 215 UK contact centre operations, looking in depth at salaries, attrition, absence, recruitment, operational performance benchmarks, budgets and growth, with forecasts to 2017.

Some stand-out findings from the 87-page report include:

  • Average speed to answer has jumped by 27%
  • New agent salaries have risen to £16,027
  • Call duration for a service call has increased to almost 5 minutes, despite improvements in contact centre technology and business processes
  • Agent attrition rates in large (200+ seat) contact centres are 2.5 times higher than in sub-50 seat operations
  • Agents in the manufacturing, retail & distribution and technology, media & telecoms sectors spend more than 15% of their time handling emails and web chats.

Findings are segmented by 11 vertical markets, 3 contact centre size bands, inbound/outbound activity and services/sales focus to give you the most accurate comparison with your own operation.

Historical data going back to 2003 are also used to identify key patterns in the industry, enabling the report to forecast how salaries, HR and performance benchmarks are likely to look in 2017.

No other report offers this kind of detail, because no other report has this level of research or analysis behind it.

"The UK Contact Centre HR & Operational Benchmarking Report - 2014/15" costs £295 + VAT. You can download more key HR & performance findings, as well as how to purchase the report, from www.contactbabel.com/reports.cfm

   
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Nov 12, 2014

Photos from Wellington Regional Event 2014

What a great day! check out the photos from our Wellington Regional event 7th November 2014.

   
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Nov 04, 2014

NZ Contact Centres represented at the 2014 Asia Pacific Contact Centre Association of Leaders

CCiNZ was happy to attend this years APCCAL General Meeting held in Beijing in conjunction with China Association annual Expo and Awards.  Shona (CCiNZ committee member) attended and shared her experiences with us.  Click here to read the full article.

img 20141026_151122   img 20141030_154033      img 20141029_085852    img 20141029_150916    img 20141029_180621                                                                   img 20141029_192325     img 20141027_140223

   
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Sep 19, 2014

Congratulations to our winner

Ron Karras at Office Max in Christchurch CONGRATULATIONS, by giving us feedback on our recent survey you have won a book of MOVIE tickets for your team.  WELL DONE

   
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Jul 25, 2014

HRV CSR wins a brand new car

Kiki Zhau drove away in a brand new Mazda2 after being named top customer service performer by her employer West Auckland based company HRV.  To read full article click here

   
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Jul 18, 2014

Did you miss Don Peppers Event?

If you did miss Don Peppers event and you are a CCiNZ Member you can view the full presentation and video here.

   
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Jul 17, 2014

Northland District Command Centre well prepared

Northland District Commander Superintendent Russell Le Prou says police were well-prepared to deal with any incidents thanks to the District Command Centre (DCC).  To read the full article click here

   
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Jul 17, 2014

No payouts for Pizza Hutt call centre staff

15 staff losing their jobs with the closure of the company's call centre.  Click here to read the full article

   
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Mar 14, 2014

Happy Birthday ContactCentreWorld.com

ContactCenterWorld.com, the Global Association for Contact Center Best Practices & Networking is pleased to announce its 15th Birthday!

Read more: Happy Birthday ContactCentreWorld.com

   
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Feb 28, 2014

More Contact Centres coming to NZ

An international recruiting firm says New Zealand's low wages and the cost of doing business here is bringing hundreds of call centre jobs to the country.

Read more: More Contact Centres coming to NZ

   
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Feb 28, 2014

NZ Post announce Contact Centre Job loses in Wellington

On Wednesday 26 Feb, 70 finance employees in NZ Post's corporate head office were told they are among them, while 44 workers at the company's Petone call centre also got the news.

Read more: NZ Post announce Contact Centre Job loses in Wellington

   
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Feb 28, 2014

AGM become part of the CCiNZ team 2014

CCiNZ is holding the Annual General Meeting on 11 June 2014.  Do you want to be part of the CCiNZ team and make a difference to this industry?  If you do click here.  At the AGM the nominations for executive elections will be voted in.

Click here for more information about attending the Annual General meeting.

   
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Feb 04, 2014

Facebook page dedicated to Keeping Call Centre Jobs in Australia

A facebook page dedicated to updates, and news on Australian call centres

Read more: Facebook page dedicated to Keeping Call Centre Jobs in Australia

   
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Feb 04, 2014

Scammers claiming to be collecting money for charity

 The Child Cancer Foundation warns that New Zealanders are being targeted by scammers claiming to be collecting money for the charity.

Read more: Scammers claiming to be collecting money for charity

   
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Jan 28, 2014

UK-NZ call centre creates more jobs

A British call centre which sends employees to New Zealand to cover night shifts in the UK says it will create more than 100 jobs in 2014. 

Read more: UK-NZ call centre creates more jobs

   
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Jan 10, 2014

Union reps and security guards in brawl

They were there to talk to members made redundant following the Yellow Pages Group decision to outsource its call-centre work to Manila next year.

Read more: Union reps and security guards in brawl

   
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Jan 10, 2014

Accused of "fobbing off" customers

 Wellington's lines company was accused of "fobbing off" customers and "denying all knowledge" of electricity faults on its network in the aftermath of the June storm, council documents reveal.

Read more: Accused of "fobbing off" customers

   
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Dec 17, 2013

Be polite, stay calm and take notes, call centre customers advised

An even temper, good manners and careful record keeping can help defeat call centres that don't co-operate.  Contact Centre Institute of NZ chairwoman Nadene Gavigan said people encountering a call centre needed to apply courtesy and an even temper.

"There are some very rude people who want to take their frustration out on the person who answered the phone. Just remember the person that you're ringing is not necessarily the person that got them frustrated in the first place."

Fair Go's Gordon Harcourt said polite insistence was essential. "They are human beings," he said.  He said if it didn't work, asking to "escalate" the issue "seemed to push a button" by getting more senior staff on the phone.  He said recording all calls - and asking for the company's recording - were also good tactics in keeping dealings straight.

The boss of a firm fined $250,000 for the unlawful antics of call centre staff says the put-upon phone workers should be recognised as critical to any business. "If you can't engage with your customers you'll never be successful," says Slingshot's chief executive Mark Callander.  Mr Callander has front-footed the company's response to a $250,000 fine handed down last week over 50 charges under the Fair Trading Act.

The fine covered unauthorised access to rival Telecom's database which it used to switch across clients.

Mr Callander said Slingshot had addressed problems from 2009-2011 linked to the charges by streamlining its systems and restricting its growth.

He said the company also no longer contracted out any frontline contact with the public. That allowed its values to be directly passed to staff and gave more control over the way customer relations were managed. Phone and internet users' advocate Paul Brislen said complaints about Slingshot had fallen in recent years and it had joined the Telecommunications Dispute Resolution service.

Firms were taking call centres back inside the business because of the importance of staff interactions with customers.

NZ Hearld, David Fisher, 17 December 2013

   
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Dec 10, 2013

Aastra Solidus User Group Event

On Monday 9th December the Aastra Solidus User group held its second event hosted at Police National Headquarters. Inspector Mal Schwartfeger welcomed the group and light refreshments were provided.  Attended by 25 users from 8 different customers.

Clinton Sommers of Police National Management Group Talked about how critical Solidus was in providing the Emergency Service responses in NZ.  Solidus telephony supports and enables over 1.7 million voice calls a year.  Other channels supported include SMS, and email. The NZ Police must have a stable platform, this is not negotiable and Solidus enables this.

Kim Radovanovich, Contact Centre manager of Department of Internal Affairs gave a presentation on the success of DIA (at CCiNZ/CRM awards) and how Solidus contributed.
Her main messages were;
- Have a purpose
- Celebrate
- Blow your own trumpet

Steve Miller from Absol (consultants) talked about Global multi- channel and local trends and challenges for Contact Centres in New Zealand. Solidus agnostic and well received.  Web chat is the channel to watch which is growing in popularity.  Click here to view the full article.

A very interactive demonstration from Gareth Evans (Aastra) on how to use SMS within Solidus.  The demonstration included capturing a audience response to responding to a text requesting displaying data from a spreadsheet database.  Great demonstration with some prizes for those of the audience that were first to respond to text survey.
After this great informative session a couple of beverages were enjoyed and more stories and learnings shared.  

If you are interested in attending the next Aastra Solidus User group event contact Phil Morgan.

Check out some of the photo's from the event.


   
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Dec 03, 2013

Asian consumers switch on to video service

Asia Pacific consumers are demanding multichannel communications for their customer service, with video emerging as one of the region's hottest channels.
The latest findings of the Avaya Asia Pacific Customer Experience Index, conducted by Fifth Quadrant, found that mobile (text messages, instant messaging platforms) as well as online (including website chat, video chat, social media) also continue to grow and deliver great customer satisfaction scores. Despite being a relatively new channel, with an average of 14% of users saying they have engaged in a service interaction through video in the last three months, the adoption of video chat is on the rise, especially in the finance, banking and insurance sector.
Indonesia (41%) and Thailand (29%) lead in the adoption of video as a customer service channel. The rate of adoption of video is expected to grow across the board in 2014 by around 14% according to the index. The main reasons for choosing video chat were virtual face to face interaction with the customer service representative (33%), ease of use (21%) and cost effectiveness (20%).


27-Nov-2013, Fifth Quadrant

   
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Dec 03, 2013

Telnet secures another call centre service contract from Australia

New Zealand telecommunications company Telnet continues to expand, having secured its fourth call centre service contract in Australia.   The deal is with beauty products giant L'Oreal.  Telnet managing director John Chetwynd says companies are beginning to realise keeping call centres in English-speaking countries with similar cultural backgrounds makes for better customer service.

3 News, 29 Oct 2013

   
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Oct 07, 2013

Conference Presentation by Leisa Weir

Leisa Weir from The Skills Organistation presented on Development & Retention - attracting, developing and retaining our most valuable resource – People.
Establishing a successful career pathway and providing a supportive environment for personal and professional development ultimately creates a competitive brand. By valuing this approach organisations will be well positioned to attract the best people – so how do we get there?

To view Leisa's presentation click here

   
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Oct 03, 2013

Conference Presentation by Leah Fisher

Leah Fisher is founder of ON-Brand partners and TakeON! - a programme for business improvement that gets people working together on what matters most. Leah divides her time between NZ and helping to build a global network of partners around the TakeON!

Leah took us through an interactive session looking at some of the strategic challenges of change to challenge our thinking on how we can indeed learn to love change!

To view Leah's presentation click here

   
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Oct 03, 2013

Conference Presentation Transforming the Customer Experience via Digital Enablement

Matt Surridge from Genesys takes a holistic approach to digital custoemr service and integrating it into the customer service stragety, allowing you to take advantage of these new channels to transform the company / customer relationship in ways that profit both.

To view the presentation click here

 

   

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The Skills Organisation Chandler Macleod OCG Consulting Enghouse Interactive Madison Recruitment Learning Planet