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Oct 03, 2013

Conference Presentation by Shona Macdonald

 

Shona Macdonald is the Customer Care Centre Manager for CourierPost and for the past three years CourierPost has utilised the service of Home Based Agents to provide options around Property Management, Business Continuity and most importantly for the flexibility and access to a wide pool of skilled people.

Initially 30% of the Team were Home Based and this has recently moved to 50% of the team.

Shona talked about the technical aspects of set-up following the business restructure and the on-going development of Home Based Agents for both Voice and Online channels.

To view Shona's presentation click here

 

   
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Oct 03, 2013

Conference Presentation by Antoine Casgrain

Antoine Casgrain is the General Manager of Customer Contact Centres (CCC) for the NSW Westpac Group in Australia. He leads the delivery of their award winning customer experience to the bank’s 2m + customers with a team of over 900 staff.

Antoine shared his wealth of knowledge, experience and insights as to how we can deploy key strategies within our own businesses to both engage and motivate our workforce to achieve great outcomes for our customers.

To view his presentation click here

 

   
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Oct 03, 2013

Conference Outsourcing Presentation

Ann Mayer from Telephos shared at our Conference a case study of how they were able to assist a Waikato Contact Centre at their time of need.

To view the presentation click here

   
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Oct 03, 2013

Conference Presentation from Recruitment Workshop

Rebecca Clarke - Drake New Zealand presented at this years CCiNZ Conference about "Want to Make Better Hiring Decisions". 

Read more: Conference Presentation from Recruitment Workshop

   
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Aug 29, 2013

Drake New Zealand Announces Gold Sponosorship of CCiNZ

Drake New Zealand puts its weight behind the Contact Centre industry to bolster workforce capability as Gold Sponsors of the Contact Centre Institute of New Zealand (CCiNZ).

Read more: Drake New Zealand Announces Gold Sponosorship of CCiNZ

   
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Aug 27, 2013

HRV Contact Centre Growth Will Create 30-40 New Jobs

HRV New Zealand is expanding its West Auckland based contact centre resulting in the creation of 30-40 new jobs.

Read more: HRV Contact Centre Growth Will Create 30-40 New Jobs

   
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Aug 27, 2013

Plans to cut 100 jobs at Auckland Contact Centre

Staff at an Auckland call centre staff have been told of plans to cut about 100 jobs after Virgin Australia decided to relocate its contact centre overseas, a union says.

Read more: Plans to cut 100 jobs at Auckland Contact Centre

   
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Aug 20, 2013

Check out details on this years Workshops at Conference

We have been very busy putting together a fantastic agenda for this years CCiNZ Conference to be held on 20th September at SKYCITY Convention Centre.  Check out our Conference page for full details on the workshops.  Make sure you book your spot today so you do not miss out on this great event.

   
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Jul 22, 2013

Conference Workshop update

Make sure you check out our Conference page.  Updated today information on one of our Workshop speaker Leah Fisher

   
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Jul 02, 2013

DebitSuccess Contact Centre growing

The company's 80-seat contact centre is being expanded to house 153.

Read more: DebitSuccess Contact Centre growing

   
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Jun 26, 2013

NZ's lower wages attract Australian call centres

Cheaper wages and more flexible labour laws in New Zealand are luring Australian companies to outsource their call centres to this side of the Tasman.

Read more: NZ's lower wages attract Australian call centres

   
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Jun 21, 2013

AGM Meeting minutes 2013

If you were not able to attend the AGM meeting held in Auckland recently you can view the meeting minutes and Finacial accounts on our website.

   
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May 28, 2013

More Aust Contact Centre Jobs head to NZ

ANZ Bank customers in Australia may need a grasp of Kiwi vowels and lingo if they want to ring a call centre.  The bank is transferring 70 jobs from Australia to a call centre in Wellington

Read more: More Aust Contact Centre Jobs head to NZ

   
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May 22, 2013

2012 CCiNZ Award Winners Journey

Are you thinking of entering this year's CCiNZ awards!! Hear about last year's winners (Ben Lowe, Samir Castello, and Fleur Evans.) journey and new opportunities that opened up to them as a result of winning.

   
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Apr 30, 2013

British Contact Centre workers fly to NZ to work night shift during office hours

Employees of Welsh phone-answering company refuse to work nights, so firm moves workers to Auckland so they can work in the daytime, bosses say staff are more productive as they work around the clock.

Read more: British Contact Centre workers fly to NZ to work night shift during office hours

   
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Apr 23, 2013

Orcon looking to relocate its Contact Centre from Manila back to NZ

Internet service provider Orcon is looking at relocating its Philippines call centre to Southland, Invercargill Mayor Tim Shadbolt says.  Yesterday, Mr Shadbolt said Orcon had decided to move its call centre from Manila back to New Zealand, and he had been involved in initial discussions about establishing it in Invercargill.

Read more: Orcon looking to relocate its Contact Centre from Manila back to NZ

   
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Apr 12, 2013

First CapTel Contact Centre outside of USA opens in Auckland

Sprint, a provider in wireless accessibility, announces another milestone in the company's effort to enable telecommunications for all. Sprint opened the first CapTel call center outside of the United States in Auckland, New Zealand. CapTel service provides captioned conversations for people with hearing loss.

Read more: First CapTel Contact Centre outside of USA opens in Auckland

   
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Apr 02, 2013

Salmat set to roll-out Kana's customer management solution across its entire ANZ operation

Global software vendor, Kana Software, is ramping up its efforts to further expand its already well-established business in the Australian and New Zealand market on the back of a newly forged partnership with contact centre operator, Salmat, which is set to roll-out Kana’s customer management solution across its entire ANZ operation.

Announcing the new strategic alliance with Salmat, and a new customer agreement with the contact centre operator, Kana’s Brian Donn, Senior Vice President and General Manager APAC, told iTWire the partnership with Salmat was a key plank in the company’s strategy to build business in Australia, particularly with the latest cloud-based Enterprise Agent Desktop solution to be implemented by Salmat in all of its Australian and New Zealand contact centres.

Read more: Salmat set to roll-out Kana's customer management solution across its entire ANZ operation

   
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Mar 28, 2013

TAB Contact Centre cutting jobs

The TAB is cutting 54 jobs at a call centre in Auckland.  The New Zealand Racing Board, which runs the call centre, is selling the building in Ellerslie and moving the work to Wellington and Christchurch.

Read more: TAB Contact Centre cutting jobs

   
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Mar 28, 2013

Market Testing of Regional Contact Centre Begins

Work is to begin on testing market conditions and developing a business case which will determine the feasibility of establishing call and contact centres in Hawke’s Bay and Nelson.  The concept was announced by the owner of the internet-based accounting software company Xero, Rod Drury last month and is being strongly supported by Hastings Mayor Lawrence Yule and Nelson Mayor Aldo Miccio.

Read more: Market Testing of Regional Contact Centre Begins

   
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Mar 28, 2013

Studylink Call Centre under fire

The call centre that deals with student loans and allowances dropped 300,000 calls in five months.

Read more: Studylink Call Centre under fire

   
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Mar 04, 2013

Aussie Contact Centre Firm To Open NZ Base

An Australian-owned call centre company hopes to create 200 new jobs in Wellington after choosing to base its New Zealand operation in the capital.

Read more: Aussie Contact Centre Firm To Open NZ Base

   
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Feb 20, 2013

Tourism Contact Centre boosts incomes in Vanuatu

Tourism operators on Malekula Island in Vanuatu are now more than 4 million Vatu (NZ$54,000) better off, thanks to a call centre set up with the help of VSA volunteer Howard Iseli using funding provided by the New Zealand Aid Programme.

Read more: Tourism Contact Centre boosts incomes in Vanuatu

   
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Feb 20, 2013

Nelson seeks Aust Contact Centre jobs

Nelson and Hastings mayors Aldo Miccio and Lawrence Yule want to bring more jobs to provincial New Zealand cities - by taking call centre jobs off higher-paid Australians.

Read more: Nelson seeks Aust Contact Centre jobs

   
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Feb 14, 2013

Auckland City to spend $5.5m on Call Centre Solution

Auckland Council has revealed the value of a contract with Vodafone/TelstraClear to consolidate its call centres. The five-year contract is worth $5,551,906.00. The value was disclosed by the council in response to an official information request.

Read more: Auckland City to spend $5.5m on Call Centre Solution

   
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Jan 30, 2013

Fairfax call centre moving to NZ

FAIRFAX Media, which last week revealed it was shifting more editorial jobs from Australia to New Zealand, is also in the process of outsourcing much of its internal call-centre work across the Tasman.  Once it is completed, the bulk of the company's newspaper and magazine subscriptions and classified ad bookings will be handled by US company Teletech's call centres in Auckland and The Philippines.

Read more: Fairfax call centre moving to NZ

   
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Jan 16, 2013

Ministry of Justice sends mistaken text messages

Ministry of Justice phone lines were overloaded today after thousands of people were mistakenly told to contact the ministry "ASAP''.  The ministry sent a text message to 29,300 people in its collections data base telling them to call its 0800 4 FINES number as soon as possible.  The text message advised recipients that calls to the number from mobile phones would be charged to the ministry.

Read more: Ministry of Justice sends mistaken text messages

   
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Jan 15, 2013

Air NZ looking to outsource

Workers say they are worried that it is the start of a move to outsource permanent contact centre roles and could lead to a reduced customer service. Photo / NZPAWorkers worry as airline looks to save $3 million a year by moving staff to IBM outfit.

Workers say they are worried that it is the start of a move to outsource permanent contact centre roles and could lead to a reduced customer service. Photo / NZPA

Air New Zealand plans to outsource some of its contact centre work in a bid to cut costs.

Read more: Air NZ looking to outsource

   
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Jan 11, 2013

New Hamilton based Contact Centre

Hawera residents will have to wait a little longer to hear the fate of their Southcare medical centre.  The centre's trust publicly announced the review into its sustainability late last year and had hoped it would be finished before Christmas. 

Read more: New Hamilton based Contact Centre

   
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Jan 11, 2013

Do Not Call group fined $110,000

The company that operates Australia's Do Not Call Register has been penalised for making nuisance phone calls to thousands of Melburnians.  Service Stream Solutions was fined $110,000 for illegally contacting 6300 households and offering to install low-energy light bulbs, standby power controllers and low-flow showerheads. 

Read more: Do Not Call group fined $110,000

   
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Jan 10, 2013

Call centre staff need counselling as rage increases

"The rage builds up like pressure in a closed vessel and eventually, if you keep pumping the pressure in, that closed vessel will explode," says Paul Patterson, from the Australian School of Business.  Typically, frontline staff in all industries encounter irate customers or clients at some point.  And, it may be tough hanging on the end of the phone waiting for an answer or a real live person to deal with the query but being on the other end is much worse.

Read more: Call centre staff need counselling as rage increases

   
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Jan 10, 2013

NICE receives Innovation Award 2012

NICE Systems is the recipient of a 2012 Ventana Research Technology Innovation Award for operational innovation in the contact centre.  NICE was recognised for its Cross-Channel Interaction Analytics solution, a technology that advances contact centre operations and promotes overall business effectiveness.

Read more: NICE receives Innovation Award 2012

   
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Nov 18, 2012

Asia Pacific Contact Centre Report

The APCCAL Chairman opening comments in the chairmans report 2010 - 2012 reads "It is my pleasure to serve as Chairman of APCCAL and to present my report that covers the period from October 2009 through November 2012. During the past two years, we have continued to enjoy membership growth with Contact Centre Institute of New Zealand (CCiNZ) joining us"

Read more: Asia Pacific Contact Centre Report

   
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Oct 05, 2012

Great Outcomes and Fifth Quadrant announce business partnership

Managing Directors of Fifth Quadrant and Great Outcomes announced today that a new business
partnership has been agreed between the two companies. Fifth Quadrant, the foremost Service
Strategy and Analyst organisation in Australia will partner with Great Outcomes, the leading New
Zealand contact centre consultancy.

Read more: Great Outcomes and Fifth Quadrant announce business partnership

   
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Jul 02, 2012

Wellington Pilot Launches Contact Centre Graduates

This week, 20 previously unemployed people will embark on new careers, when they graduate from a Wellington pilot designed to provide entry level skills for roles in the New Zealand contact centre industry.

Read more: Wellington Pilot Launches Contact Centre Graduates

   
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Jun 05, 2012

Kiwi Software Company Sells for $40.5m

New Zealand contact-centre specialist Zeacom has been snapped up by Canadian software company Enghouse Systems for US$30.6 million (NZ$40.5m).

Read more: Kiwi Software Company Sells for $40.5m

   
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May 19, 2012

CCiNZ Award winners 2012

2012 CCiNZ WINNERS ANNOUNCED...
 

CCiNZ are pleased to announce the 2012 CCiNZ Contact Centre Award Winners and wish to congratulate them all!

CCINZ 2012 CONTACT CENTRE MANAGER OF THE YEAR - OVER 50 SEATS
Samir Castello - ANZ

CCINZ 2012 CONTACT CENTRE MANAGER OF THE YEAR - UP TO 50 SEATS
Ben Lowe - FlexiGroup NZ

CCINZ 2012 CONTACT CENTRE TEAM LEADER OF THE YEAR
Fleur Evans - Meridian Energy

The winners were announced at the CRM Contact Centre Awards dinner held on Friday 14 September 2012 at the SKYCITY Convention Centre in Auckland.

“We were very pleased to receive so many high calibre entries again this year from contact centre professionals around the country for these awards,” said Nadine Gavigan, chair, CCiNZ. “I would like to congratulate the winners and wish them well.”

The judges were looking for individuals who made the most significant contribution to support, educate and engage their Contact Centre; who met or exceeded key performance objectives and who continually strives to strengthen the Contact Centre's role and strategic value within their organisation and the wider industry. 

   
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Apr 26, 2012

NZ based webinar series launched for Contact Centre professionals

The recent Contact Centre Survey 2012 forges the topics of the forthcoming webinar series by the Contact Centre Institute of New Zealand (CCiNZ) in partnership with Amtel Communications.

Read more: NZ based webinar series launched for Contact Centre professionals

   
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Apr 17, 2012

SAP and GSN to deliver contact centre in the cloud

SAP AG (NYSE: SAP) today announced a new partnership with Global Speech Networks (GSN), a leading cloud contact centre provider in Australia and New Zealand (ANZ), reinforcing SAP’s commitment to Cloud and best of breed contact centre solutions.

Read more: SAP and GSN to deliver contact centre in the cloud

   
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Nov 01, 2011

CCiNZ launches new Members Section

CCiNZ has launched a new members-only section of their website today, which provides members with access to best practice information, tools, techniques, competitions and much more.

Read more: CCiNZ launches new Members Section

   

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