TUANZ - Telecomunications Users Association Of New Zealand

TUANZ - Telecommunications Users Association of New Zealand

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Posted Fri 31 July 2009 @ 12:43 p.m. by Megan

A new month means new items for the contact centre section. Our latest contact centre profile is from TOWER and they have interesting times ahead as they are looking to decentralise into five smaller contact centres. Perhaps a full circle for the business as their focus goes to a branch business model. It would be great to catch up with them in 12 months and see how the changes went. The other thing that caught my attention was that they use the FISH philosophy in their contact...

Categories: Leadership | Profile

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The art of motivation... the KITA way?

Posted Thu 23 July 2009 @ 3:57 p.m. by Megan

In the last few days I have had a similar conversation with a few different people who are dealing with staff and a familiar theme emerged. They all asked why their staff don’t just do what is expected of them. “We ask nicely, we watch ‘how’ we ask them - we didn’t ‘tell’ them to do something and it is a fair request. We want them to do the task as per their job description and sometimes they just need to do it ‘because’.” The frustration in their voices was clear – the staff have...

Categories: Leadership | Profile

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Actions of a few besmirch noble work of 111 staff

Posted Mon 20 July 2009 @ 2:45 p.m. by Megan

The Police 111 contact centres have recently got bad press over a few rotten eggs. As we all know, a small minority of contact centre often staff cause the most grief and give the industry a bad rap. The media report talks about four Police contact centre staff getting disciplined in the last 18 months. If we compare that with other centres, I do not believe it is extremely high. But of course because it is a public service, which is very important for the safety of New Zealanders, the...

Categories: Leadership | Profile

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018 under fire again

Posted Thu 9 July 2009 @ 12:46 p.m. by Megan

I watched the Campbell Live segment on Monday night about the number of complaints 018 is receiving about its service. Sadly the problem once again for Kiwis is that the entire operations of 018 are currently being transferred to Manila. If you missed it, click here to read more or view the video. It’s the same old, same old - the offshore contact centre staff struggle with our accents and in return we struggle to understand them which causes frustration, which is not a recipe for...

Categories: Events | Profile

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Contact Centre Awards 2009 - update

Posted Fri 3 July 2009 @ 10:49 a.m. by Megan

Sadly I have to report that after weeks of behind the scene planning TUANZ and IDC have decided not to go ahead with the TUANZ Contact Centre Awards for 2009. Instead, the decision was made to postpone the awards to 2010, when we will once again also host the TUANZ Contact Centre conference.It’s heartbreaking to miss a year of celebrating excellence in our industry, but TUANZ and hosting partners IDC worked tirelessly to try and make the 2009 awards happen. Unfortunately the economic climate...

Categories: Events | Profile

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Outbound sales calling...it's not working

Posted Thu 2 July 2009 @ 1:38 p.m. by Megan

As a follow on from last month's blog, I received a call about eight weeks ago and then surprisingly another call again yesterday from the same New Zealand owned telephone and internet company. The experience was awful and my opinion of this company is now at an all time low. The call scripting of the call was at best poor and there was no flexibility from the outbound caller in what they were saying to me. There was zero relationship building at the start of the call and the...

Categories: Lifestyle | Profile

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