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| Calm Professionalism at Massey Contact Centre |
| Posted Tue 18 September 2007 @ 7:45 a.m. by Ernie |
Sometimes you walk into a work environment and get an instant sense that all is well and it's functioning like a well-oiled machine. That was my impression a few days ago when I visited the contact centre at Massey University on the outskirts of Palmerston North to catch up with Contact centre Manager Tina Hilliam, a well known identity in contact centre circles and a regular at TUANZ events.
As the focal point for students from three campuses - Albany, Palmerston Nth and Wellington - to connect with the university on a vast range of issues, the Centre needs to have versatile, empathetic CSRs with a wide range of skills and experience. Massey is fortunate in several respects - its provincial location leads to relatively stable staffing despite the labour shortage elsewhere, and it has a steady pool of current and past students from which to draw resources. Graduates of the university are especially useful as they can relate to student issues and know the jargon.
Call loads are impressive - around 1000 calls a day, doubling in the January enrolment peak, and supplemented by other forms of contact such as email and web chat.
Technology-wise, the University is installing an Amtel Customer Interaction Centre which is expected to be in use later this year.
A full case study on the Centre appeared in "TUANZ Topics" in March of this year.
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