Outsourced Contact Centre of the Year 2008

TUANZ Contact Centre Conference & Awards 2008 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 Outsourced Contact Centre of the Year 2008 sponsored by Genesys Laboratories Australasia Pty Ltd. 

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

Click here to read the Terms & Conditions of entry.

Please limit your answers to 200 words or less per question.

Good luck!
Contact Details
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:
1. Tell us about your business strategy. How do you manage this? e.g. plans for growth etc.
Answer:
0/200 Words
2. Tell us about the financial SLA's with your client and customers. e.g. How is it measured? How do you clients determine your financial achievement? Financial responsibilities. How do you determine and measure profitability per client and how often?
Answer:
0/200 Words
3. What KPI's do you use and why? Your answer must include detail on staff attrition and customer satisfaction measures. You may wish to also include grade of service (GOS), abandonment, first call resolution, quality, forecast accuracy, adherence to schedule, cost per call, sick leave (days per CSR). Please feel free to discuss KPI's specific to your contact centre.
Answer:
0/200 Words
4. Tell us about the technology you use in your Contact Centre and how you apply it to your clients needs?
Answer:
0/200 Words
5. If you could have one new piece of technology, what would it be and why?
Answer:
0/200 Words
6. How do you measure and report quality? e.g. customer/client satisfaction.
Answer:
0/200 Words
7. What services do you deliver to your customers for your clients? e.g. inbound, outbound, billing, fulfillment.
Answer:
0/200 Words
8. What channels does your business deliver? e.g. IVR, web, email etc.
Answer:
0/200 Words
9. What makes your Contact Centre worthy of the TUANZ Outsourced Contact Centre of the Year 2008 Award? e.g. motivation, environment, culture.
Answer:
0/200 Words
10. What is your greatest achievement working with a key customer in the last calendar year (Jan - Dec)?
Answer:
0/200 Words
SITE VISIT
Should you make it through to the 2nd round of judging, you will need to be available for a site visit between, Monday 31st March - Wednesday 9th April 2008.
I accept the terms and conditions
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