TUANZ Contact Centre 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 TUANZ Contact Centre of the Year 2007.
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.

Please fill in the below form and submit your entry to TUANZ.

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!

What Contact Centre of the Year category are you entering?
Contact Details
Contact Name:
Company Name:
Job Title:
Phone:
Mobile:
Email Address:
Physical Address:
Postal Address: (If different from above)
Industry Type:
Other:
Number of seats in your Contact Centre:
KPIs
Note: Please be sure to give information on as many KPIs as possible. Note that this information will be treated as highly confidential 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
- Industry Knowledge/Technical Knowledge
- Leadership
Please limit your answers to 300 words or less.
How do you measure quality?
Please answer here:
0/300 Words
What is your Contact Centre's role within your organisation?
Please answer here:
0/300 Words
What has been your Contact Centre's greatest achievements in the past 12 months?
Please answer here:
0/300 Words
What channel(s) does your business deliver?
Please answer here:
0/300 Words
What makes your Contact Centre worthy of the TUANZ Contact Centre of the Year Award?
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 insert 3 options in order of preference:
1.
2.
3.
Ready to submit form
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