Contact Centre Section - SBS Bank Profile

Welcome to 2010

Our profile is with the most southern contact centre we could find in New Zealand, SBS Bank in Invercargill.

The SBS Bank Contact Centre was established in Invercargill in August 2000 with 12 fulltime and part-time staff and now boasts 31 staff.  The centre answers a total of 208,000 inbound calls a year with an average talk time of 2:15 minutes and an outbound average talk time of 4:35. 

The contact centre has two inbound teams taking banking-related calls from new and existing customers. They also support 15 retail branches from Invercargill up to Hamilton.

Their main challenge currently is to build an in-house Outbound Calling Queuing & Reporting system that will also include staff results.

The contact centre vision is: To focus on a customer-driven strategy with technology as the enabler, not the driver. Every day it is about the customers and the team providing exceptional service. When a customer rings the SBS Bank Contact Centre they are always greeted by a person – not a recording.

Thanks to Christine Hollingworth, contact centre manager, who took time out to answer a few questions and provide some photos of her centre. 

To find out more, check out the profile. Click here>
















What's new? 

Contact Centre Resource Library 
The Resource Library is available for all our members. We have been working on the Resource Library for a few months and now we want you to take advantage and utilise this resource. The library will have new articles and information added frequently and we continue to look for links that are important in the current environment and climate.

What's in it?
Articles, information and links to help you do your jobs better. All links are contact centre industry related and are found by us to help you.

This resource is for TUANZ members. We will continue to expand the Resource Library for our members - it's another great benefit of a TUANZ membership.

Therefore you need a login to access it.

If you haven’t got one or have forgotten your password, don’t panic, just go to the login page and click on forgotten password and we will send you a link to reset your password.

Check out the Resource Library now.

An international perspective - It's not technology's fault - it's the brain
We are pleased to bring you what's new or happening from the South African contact centre industry via a well known consultant, Rod Jones from C3Africa.

This month Rod's article talks about how it's not technologies at fault - it's the brain, when call centres fail.   

To read full article, click here


TUANZ Contact Centre Committee - Ask them anything!
The committee welcomes feedback or if you would like to discuss any issues or ask questions, the committee is more than happy to help.  Each committee member has different skills and strengths and all have a huge amount of experience and knowledge.   To ask a question, email contactcentres@tuanz.org.nz 
 
Committee members
- Garry Jones - iinet
- Kamini McCarthy - TOWER
- Giles Potter - Great Outcomes
- Sharon Threadwell - IRD Christchurch
- William Robertson - Dunedin City Council

Check out our contact centre committee members' profiles.