TUANZ - Telecomunications Users Association Of New Zealand

TUANZ - Telecommunications Users Association of New Zealand

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Contact Centre profile - Dunedin City Council

Posted Thu 28 May 2009 @ 1:46 p.m. by Megan

When I was down in the beautiful south earlier this year, I was lucky enough to visit the Dunedin City Council Contact Centre and was hosted by William Robertson, who is the manager of the council's Customer Services Agency. This means he looks after the contact centre, the front reception area, and any other customer services related jobs.Not only did I get a tour of William's work area, he also took my on a driving tour of Dunedin to show me the sights and sounds of Dunedin (yes, it was my...

Categories: Lifestyle | Profile

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Do we have to tell customer that we are recording their calls?

Posted Thu 21 May 2009 @ 1:13 p.m. by Megan

I get emails every once and a while about this topic and it’s got to a point where we need this cleared up. So I’m putting my neck on the line and starting the discussion with my take on it all. One contact centre manager works from the guidelines that the privacy laws only require one party to be aware that calls are being recorded. So they currently don't advise callers but do record 100% of their calls. When other contact centres having the 'recording' statement as a standard message at...

Categories: Leadership | Lifestyle | Recruitment and HR

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New date for TUANZ Contact Centre Awards

Posted Fri 15 May 2009 @ 3:15 p.m. by Louis

The date of the 2009 TUANZ Contact Centre Awards has been changed to allow us more time to bring you a high-quality event. The awards will now take place on Thursday, 22 October 2009 and entries will now open on Monday, 13 July. There has been no change to the award categories and the event will still be held at the Hilton Hotel in Auckland. We are working closely with our events partner IDC to ensure the 2009 TUANZ Contact Centre Awards will be yet another successful event. The categories...

Categories: Events

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I love the latest TV ad from AXA

Posted Thu 14 May 2009 @ 1:32 p.m. by Megan

Who would have thought that a company would have an ad campaign running based on informing customer that when you call their call centre you will talk to someone in New Zealand? I love it. It is not something you would have seen years ago, as call centres didn’t have the profiles or were even thought of as important assets to businesses. Oh how times are changing. If I was big softie, I would have a tear in my eye.This confirms my theory that Kiwis want to talk to Kiwis not...

Categories: Lifestyle | Profile

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Are our contact centres prepared for a flu pPandemic?

Posted Thu 7 May 2009 @ 3:52 p.m. by Megan

I am assuming that every contact centre management team in New Zealand has in the last few weeks sat down and ensured their own contingency plans are up to date and in place for a flu pandemic. Keeping in mind this type of plan is different to other disasters such as a fire, flood or power outage.I know the hype has gone from the pandemic but it does make us stop and check our processes and plans for the future.You only have to start thinking about it and it sends a shiver down your...

Categories: Leadership | Profile

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An insight to the Ezibuy Contact Centre

Posted Thu 7 May 2009 @ 3:01 p.m. by Megan

I always have visions of what contact centres look like when I’m talking to them on the phone. (I assume this is normal behavior or have I been in the industry too long?) Anyway, I’m always thinking; are they in rows or pods, what colour are the walls, have they got rewards and recognition programmes. And if they are a centre that sells products, do they have the product available to them?Take the Ezibuy Contact Centre. Years ago when you could only order via the free phone number with Ezibuy,...

Categories: Leadership | Profile

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Is this NZ’s most interesting contact centre?

Posted Fri 1 May 2009 @ 5:33 p.m. by Ernie

Ok guys, be as jealous as you like! Last Friday night I had a fascinating experience, with a visit from 10pm until 2am to an amazing contact centre – the Police Northern Communications Centre which takes the 111 emergency calls. I was lucky to get in there through my role on the Board of the Telecommunications Carriers Forum which does a bit of work with the emergency services and issued an invitation. It helps us to understand the issues they have around call clarity, CLI and others. This is,...

Categories: Events | Leadership | Profile | Technology

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