TUANZ - Telecomunications Users Association Of New Zealand

TUANZ - Telecommunications Users Association of New Zealand

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TUANZ Contact Centre Conference & Awards 2008

Posted Tue 30 October 2007 @ 12:55 p.m. by Sarah

We’ve had a flood of enquiries about the TUANZ Contact Centre Conference and Awards for 2008, from those who want to enter awards, attend the conference or sponsor in some form or another. So it’s about time we went public with the date and venue for next year. The conference and awards will take place on Wednesday 23 April and Thursday 24 April at SKYCity in Auckland. Please note the date – we’ve brought it forward two months in order to give it prominence in the TUANZ schedule of events....

Categories: Events

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CSRs working from home – whatever happened to that idea?

Posted Fri 19 October 2007 @ 9:15 a.m. by Sarah

Stay-at-home agents have become a kind of holy grail in the contact centre sector. The idea that CSRs can be scattered around the country, taking and making phone calls via sophisticated VoIP connections that ensure they meet their KPIs is just, well, not happening. We all know what the benefits of a remote agent are – lifestyle gains for the employee, a committed and plentiful staff for the employer, and less traffic commuting on clogged motorways will benefit the environment (just think...

Categories: International | Recruitment and HR | Technology

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India, the Philippines and now Eygpt

Posted Wed 10 October 2007 @ 9:53 a.m. by Sarah

Vodafone is the latest telco to outsource part of its contact centre operation overseas. According to the NZ Herald, 200,000 calls from New Zealand prepay customers will soon be answered in Cairo. The tight labour market has apparently made it difficult for Vodafone NZ to recruit local staff to cope with a 35% increase in call volumes. Staff shortages are a problem throughout the sector, which is why we are holding the TUANZ ICT Skills Shortage Conference in November. This conference is specifically...

Categories: International | Leadership | Recruitment and HR

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New Telecom CEO on the floor?

Posted Thu 4 October 2007 @ 8:36 p.m. by Sarah

Did anyone else catch the suggestion in the NZ Herald today that the highest paid CEO in the country might be seen hanging out at the contact centre? According to British telecommunications analyst Mike Cansfield, Telecom’s new CEO Paul Reynolds could be doing time on the floor, getting to grips with what the customer’s think and feel. Cansfield told Herald journalist Helen Twose: “Don’t be surprised if he does spend some time in a call centre, either talking to customers directly or sitting with...

Categories: Leadership

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Blog moderation

Posted Thu 4 October 2007 @ 12:37 p.m. by Sarah

Due to some potentially defamatory comments being posted on the TUANZ blogs we have had to reinstate the moderation facility. This means that before a comment can be published it will be read by a member of the TUANZ staff. Any readers wishing to post comments under a pseudonym are most welcome to do so. But please understand that if you choose a name that is an obvious reference to a high-profile member of the telecommunications sector - and which can’t be substantiated - it won’t be published....

Categories: Technology

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