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LATEST NEWS |
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Survey will close in 10 Days!
Survey now open: 2007 Contact Centre Industry Benchmarking Report Australia and New Zealand |
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Absolute Deadline - Survey Closes 31 May 2007
Only 10 days to go!
Participate Now, Don't Miss out
- FREE FULL COPY of the 2007 Benchmarking Report by Participating
- Go in the draw to win one of two $500 gift vouchers
- Takes 40 minutes to complete
You are invited to contribute to the 2007 Australia and New Zealand Contact Centre Industry Benchmarking Reports. You will need around 40 minutes to complete the benchmarking survey, so please make sure you set aside enough time before commencing.
We understand that your time is valuable and so we are pleased to offer you a FREE FULL COPY of the 2007 benchmarking report for your residing country as a thank you for your contribution. Also, all completed surveys will be entered into a prize draw to win one of two $500 gift vouchers.
The 2007 benchmarking reports will provide detailed information to enable you to better manage your contact centre by benchmarking your centre's performance against the contact centre industry as a whole.
The report will include key information about the following:
- 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.
Begin Survey Here |
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 Unity4 praised for home-based agent strategy
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Outsourcer Unity4's strategy of using home-based agents has been recognised by consulting firm Hatch Sustainability Strategists as leading the Australian contact centre industry in sustainable business practices.
"Unity4's commitment to allowing staff to enjoy a work life balance by operating from their own homes is a great way to allow personal sustainability to flourish," said Hatch Generation Sustainability Strategists principal Glen Davidson. "The time normally taken to commute to work is much better spent orchestrating family logistics and attending to ones own personal health. This results in a marked increase in productivity and general contentment and passion for work."
Davidson said Unity4's staff retention rates were an indicator of the success of its approach, while the elimination of commuting contributed greatly to a reduction in greenhouse gas emissions. "Unity4 has made working from home a personal, local and global sustainability priority," said Unity4 managing director Dan Turner. "We have an ideal situation; we can attract great quality staff, reduce all sorts of environmentally hostile overheads and take a central and positive role in developing a better future for all." |
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 Yellow Pages cracks down on database misuse
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New Zealand's Yellow Pages is working to stop telemarketers and other businesses from using its White Pages and Yellow Pages online databases to compile or check their own contacts lists.
Yellow Pages chief information officer Karl Wright told reporters the company has approached more than a dozen businesses and government agencies that have conducted a suspicious number of searches on its databases and could restrict them from accessing its online directories if they did not stop. Wright said people were free to use Yellow Pages' online directories for their "personal use", but not for commercial ends. "Many people believe the Internet is a rule-free zone where anyone's information is anyone else's," he said. "The reality is that taking other people's information can actually be theft."
Yellow Pages' crackdown comes two months after New Zealand Telecom sold off the directories business to private equity firm CCMP Capital Asia and a Canadian pension company for NZ$2.24 billion. Yellow Pages is also phasing out a service under which it imports databases from customers and checks them against its directories to clean up discrepancies such as miskeyed phone numbers. |
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Village Roadshow upgrades Greek contact centre |
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Australian cinema group Village Roadshow has upgraded its Greek contact centre operations with a solution that allows it to automate 80% of its customer calls.
Contact centre IT company Envox Worldwide, working with speech application developer VoiceWeb, has developed a speech-enabled IVR movie information and ticket service. "To date the solution has handled more than 1.5 million calls," said Envox CEO Mark D. Flanagan. "We are delighted to have enabled such a successful and well-accepted customer service solution."
Village Roadshow's new system provides customers with an automated voice solution for routine enquiries and ticket sales, while offloading calls from its agents. The solution features a natural language interface for simplified navigation, and to make it more relevant to users, an engaging and fun actor's persona was used for the voice user interface. |
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Do Not Call has real estate industry repercussions |
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The Real Estate Institute has warned that the new government's Do Not Call register will have unexpected implications for its members.
The new register makes it illegal for telemarketers to make unsolicited calls to phone numbers listed on the register. But the Real Estate Institute's Wayne Stewart says real estate agents wanting to make follow-up calls after home inspections will also be affected.
"Under the new rules under the sale of land we cannot ring people who are on a do not call register unless we have express permission to do so," Stewart said. "So in actual fact it's a bit of a negative for the community because most of the time when we're ringing the community it's for good news." |
