Yes, it’s true, if any country can have a contact centre for dairy farming, it has to be New Zealand. And Livestock Improvement Corporation (LIC) is loud and proud about its contact centre – and of course this blogger holds this contact centre dear to her heart!
This centre is unique: “We’re the birth, deaths and marriage register of the bovine world,” says contact centre manager Janine Gibb.
Activity in the LIC contact centre tends to mirror the New Zealand dairy farming calendar – when farmers are quiet, the contact centre is quiet. The seasonal, weekly and daily peaks and troughs on-farm have a direct relationship to the volume of calls.
The majority of calls are related to the MINDA product which is a herd recording database that farmers can enter their herd information into. LIC adds IP to basic data generating a wide range of reports that farmers are able to tailor so they provide the right information at the right time for their farming businesses.
The MINDA product was a double winner at the 2009 TUANZ Innovation Awards taking out both the TUANZ Mobile Application of the Year and TUANZ Rural awards.
The contact centre has been evolving in the last 18 months and now supports nine call queues and three email queues which include Australia.
This is a result of the wider business recognising that the contact centre is an important asset delivering quality service to every customer.
You just have to love the diversity in the contact centre industry – let’s see anyone trying to offshore this type of contact centre, I think NOT!
We have the LIC contact centre as our November contact centre profile.
To check it out – click here.