TUANZ - Contact Centre Manager of the Year 2007

TUANZ - Telecommunications Users Association of New Zealand

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Home > Events > 2007 Events > Contact Centre Conference & Awards 2007 > Contact Centre Manager of the Year 2007

TUANZ Contact Centre Conference & Awards 2007 in association with TelstraClear

The TUANZ Contact Centre Conference & Awards is New Zealand's premier event for Contact Centre professionals. The Awards programme recognises and rewards the fabulous work of Contact Centre Teams, Managers, Team Leaders, Trainers and Workforce Managers,

This Award Category is for The Contact Centre Manager of the Year. You have to be in to win and your team deserves to be put forward so go for it!

Please complete all the questions below, unless the question specifies inbound or outbound contact centre, in those cases please answer those that are applicable to your contact centre.

For more information on the Contact Centre Conference and Awards Evening and for all the Key Dates for your diary please click here.

Good luck!

Contact Details
Award you are entering:	Less than 25 seats 26-75 seats 75+ seats
Contact Name:
Nominee's Name:
Company Name:
Job Title:
Phone:
Mobile:
Email:
Physical Address:
Postal Address: (If different from above)
Industry Type
Industry Type
If other:
Number of seats in your Contact Centre:
KPI's
Note: Please be sure to give information on as many KPIS as possible. Note that this information will be treated as highly confindential and that no other persons other than TUANZ staff and our core judging panel will be privy to this information.
1. Grade of Service (GOS) - Inbound Only
Target
Actual
Comments: Optional
2. Abandonment - Inbound, (Outbound Optional)
Target
Actual
Comments: Optional
3. First Call Resolution Inbound, (Outbound Optional)
Target
Actual
Comments: Optional
4. Quality
Target
Actual
Comments: Optional
5. Forecast Accuracy
Target
Actual
Comments: Optional
6. Adherence to Schedule
Target
Actual
Comments: Optional
7. Cost per Call
Target
Actual
Comments: Optional
8. Attrition (% per annum)
Target
Actual
Comments: Optional
9. Sick Leave (days per CSR)
Target
Actual
Comments: Optional
10. Customer Satisfaction Level
Target
Actual
Comments: Optional
11. Attempts - Outbound Only
Target
Actual
Comments: (Optional)
12. Contacts - Outbound Only
Target
Actual
Comments: (Optional)
13. Results/Sales/Appointments made - Outbound Only
Target
Actual
Comments:(Optional)
QUESTIONS
NB: When answering the questions below, judges are looking for demonstrable understanding.
- Financial Acumen
- Strategy
- Reporting
- Motivation
- Customer Satisfaction
- Environment/Culture
- Leadership
- Industry knowledge/Technical knowledge
Please limit your answers to 300 words or less.
Describe your vision and strategic goals for the next 12 months:
Please answer here:
0/300 Words
What do you consider to be your biggest success in the last 12 months?
Please answer here:
0/300 Words
What makes you a successful leader?
Please answer here:
0/300 Words
What contribution does your centre make to the overall results of your business/organisation?
Please answer here:
0/300 Words
What makes you New Zealand's Contact Centre Manager of the Year?
Please answer here:
0/300 Words
SITE VISIT
Should you make it through to the next round of judging, what day/time would be best for us to conduct a site visit?
Please select 3 options in order of preference:
Option 1.
Option 2.
Option 3.
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