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LATEST NEWS |
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 Skywest upgrades to VoIP
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Online flight travel agency Skywest upgraded its land line telephone system to a unified communications and reporting suite.
Skywest, which provides flights to 17 locations around Western Australia, Victoria, the Northern Territory and Bali, upgraded to a VoIP platform with embedded CTI and call routing from Mitel. Skywest IT manager Neelesh Krishan told reporters the previous system was slowing down customer service speeds in its contact centres.
"Our old phone system offered only very basic call handling and simple reporting. It was like a pair of concrete boots, holding us back when we were trying to service our customers," Krishan said. Inbound calls now enter a touch-tone IVR and are directed to agents through skills-based routing. IP phones were deployed through the contact centre and Perth head office, while a series of large wall-mounted screens are fed with call handling and telephone queue information to display the performance of agents. |
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ACT praises streamlined gateway |
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The ACT government has attributed its new Canberra Connect gateway contact centre with streamlining customer access to its services gateway.
The Canberra Connect is a gateway used by a number of ACT government agencies to deliver information to businesses and citizens. In 2005, it was expanded from its initial single-agency focus to become the public face of the majority of ACT government services with a contact centre operation and expanded counter services.
After a rigorous tender and evaluation process, RightNow Technologies was enlisted to provide a multi-channel service. The single contact centre now has 60 staff and manages almost 1 million calls a year. "We took RightNow's service module, which basically allowed us to manage, via a set of frequently asked questions, a feedback option and an account option," Canberra Connect director Anthony Polinelli was quoted as saying. "We needed a system that allowed us to provide consistent answers and high-quality service regardless of where people came to get the information." |
| callcentres.net Upcoming Events... |
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2008 Australia & New Zealand Contact Centre
Industry Benchmarking Reports - Launch Events
Sydney - Wednesday, 3rd September 2008
Melbourne - Friday, 5th September 2008
Auckland - Tuesday, 9th September 2008
callcentres.net invites you to attend the breakfast launch of the 2008 Australia & New Zealand Contact Centre Industry Benchmarking Reports.
Sponsored by Zintel & Autonomy etalk, the 2008 Australia & New Zealand Contact Centre Industry Benchmarking Reports produced by callcentres.net are the most comprehensive, the most widely used, and the most frequently cited contact centre industry benchmarking reports. The 2008 report will provide detailed information to enable you to better manage your contact centre.
The format of the presentation will comprise a formal delivery of research findings by Dr Catriona Wallace.
By attending you will gain insights into:
- Contact Centre Operations: customer contact channels, call volume, regions serviced, opening hours and outsourcing practices.
- Technology: current usage and purchasing intentions.
- Human Resources: staff profile, turnover, tenure, absenteeism, retention, recruitment, training and remuneration.
- Key Performance Indicators: goals and actual performance levels.
- Budgets and seat costs.
- Revenue Generation and Sales Conversion Rates.
- Quality Assurance and Customer Satisfaction.
- Significant Challenges facing contact centre operations over the coming year.
- Analysis and drivers of contact centre performance.
Last year's events were sold out so please book early so as not to miss out.
Full event and registration details here
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 Telecom NZ signs major outsourcing deal
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Telecom New Zealand has entrusted the revamping of its retail business to Indian Software group Tech Mahindra.
Telecom is upgrading its internal systems to give customers the option of self-service and to cut costs. As a part of the deal Tech Mahindra will take responsibility for program management and end to end systems integration on Telecom's Next Generation Telecom program.
"We are taking on an unprecedented amount of change, and we are bringing in world class partners, such as Tech Mahindra, to ensure we deliver," said Chief Executive Officer Paul Reynolds, who joined the company in October from BT. The contract with Tech Mahindra allows Telecom access to skilled staff that aren't available in New Zealand, the Dominion Post reported, citing Pawel Grochowicz, Telecom's general manager of retail transformation. |
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Mazda Australia upgrades with NZ's IPFX |
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Mazda Australia has chosen New Zealand software developer IPFX to supply a new unified communications system to help improve communication with dealerships and customers.
Mazda has 180 staff at its head office in Melbourne, state offices in Sydney, Brisbane, Adelaide and Perth, and approximately 5000 staff spread across 125 independent dealerships. Mazda Australia chose the IPFX Unified Communications software because of ease-of-use and its ability to integrate with our Microsoft and Cisco environments, says Mazda's national information systems manager, Tim Ballingall.
"We require a system which is scalable, flexible and future-proof," said Ballingall. "The IPFX software meets our requirements and stands out as the best solution for many reasons, including flexibility, the single server architecture, unified administration and unified reporting, and the customised IVR and contact centre." | |
| 'your call' blog |
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 Avaya BFI Consumer Report and the Pencil
Last week I spent a couple of days in Brisbane with the team from Suncorp and also RACQ, talking about the current state of the contact centre industry and the Banking, Finance and Insurance (BFI) industry contact centre consumer research findings. This is the vertical cut of data relating to the Australian and NZ BFI customer experience research that Avaya commissioned at the end of 2007. The BFI report is interesting as there are distinct differences between the BFI consumers and consumers from other industry verticals. For example, there is almost equal preference for BFI consumers to use the internet as first channel of preference as their level of preference to speak to a live attendant. In all other industry verticals the primary preference is to speak to a live attendant....
Read complete blog here |
| Latest Research |
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Asian Contact Center Industry Benchmarking Report 2008:
China, India, The Philippines, Singapore, Thailand, Malaysia
10% discount for all callcentres.net subscribers
The Asian Contact Center Industry Benchmarking Report provides key information about the contact center industry in China, India, Singapore, Thailand, Malaysia & The Philippines.
Why this is essential reading:
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The report provides you with information about the size and scope of the contact center industry in Asia and the eight countries studied
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Learn about industry benchmarks of performance in areas including: Operations, Human Resources, Technology, Finances, Sales and Revenue generation, Outsourcing and more
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Use the information contained in this report to gauge your center's performance in relation to the rest of the industry
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Find out the difference between the Outsource sector and the Captive contact center markets
View Table of Contents
Click here to order
Research Report Sponsored by:
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| SmartCall Podcast |
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Everybody is measured on customer satisfaction
On this show:
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Catriona Wallace analyses the week's news
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Mark White of iiNet reveals how and why the company measures all its staff on customer satisfaction
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Craig Neill of NSC explains the power of speech analytics.
Listen to the programme here
The Contact Centre Industry's innovative new podcast programme by callcentres.net and itradio.com.au. |
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