1st November 2007 | Contact the Editor | Register here to receive your own FREE copy of contact news

LATEST NEWS				FREE WHITE PAPERS Sybase 365 Mobile Banking Survey Evaluating Evaluations Creating the Mission - Driven Scorecard RESEARCH REPORTS Australia & New Zealand Contact Centre Industry Benchmarking Reports 2007 The 2007 report will provide detailed information to enable you to better manage your contact centre. The report includes 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. Sponsored by COPC, Autonomy etalk, Cisco Systems and Zintel Order the reports here
Australian hosted contact centres on the rise
The number of hosted contact centres in Australia is tipped to more than double by 2009, according to new research. A new Frost & Sullivan report estimates that Australia's 20,000 hosted contact centre seats in 2006 will swell to 44,000 seats by 2009. The Asia Pacific region had a total of 38,000 seats in 2006 and predicted to have 113,000 by 2009. "Australia accounted for 52.6 percent of the total seats in the Asia-Pacific region in 2006 due to offerings by Telstra, Optus and Global Speech Networks (GSN)," a Frost & Sullivan Australia spokeswoman said.
Card processor opens ultra-secure Brisbane contact centre
Global credit card processing company, Intabill, has opened an Ultra-secure contact centre in Brisbane. "With state of the art military standard communication technology and security systems, a super flat management structure, and almost no traditional KPI's, this is far from an ordinary call centre," the company said. The 24/7, 100-seat facility services Intabill's merchant account services to companies based in more than 50 countries worldwide. Intabill's services were originally outsourced to contact centres in Los Angeles and Costa Rica. Due to concerns over the quality of call support, in June 2007 the contact centre operation was moved in-house to new offices being established in Brisbane, Australia.
Fake contact centre staff pose serious risk for banks
Fraudulent contact centre staff are emerging as a major problem for financial organisations. Criminals posing as contact centre agents have been caught using mobile phones, cameras and USB drives to steal customer data, JP Morgan Chase Asia Pacific fraud specialist Iain Johnston told a financial conference in Sydney last week. "We have found incidences where screenshots have been taken by mobile phone or where people are writing texts at incredible speed under their desks," he said. Johnston said his bank has tightened its hiring policies for contact centres in India, the Philippines, Indonesia and Ethiopia, but monthly staff intakes of between 200 to 600 recruits make the task challenging. While the Indian government has established a national database of contact centre employees to help prevent crime, police corruption in some offshore destinations makes reporting breaches difficult, he said.
Sitel NZ wins award for directory assistance services
Outsourcer Sitel New Zealand has been named Best Wholesale Service Provider at the 2007 International Directory Assistance Conference and Industry Awards in Barcelona. Sitel's contact centre in Palmerston North, New Zealand provides operator services 24 hours per day, seven days per week. In 2005 and 2006, Sitel New Zealand was honoured as the Best International Directory Assistance Service Provider, and in 2005, it also won the award for Best Training and Development Culture. The Best Wholesale Service award is given to the outsourcer that most professionally manages its directory assistance offerings and consistently meets the service expectations of its client and its clients' customers. "I am absolutely thrilled that Sitel has been recognised as Best Wholesale Provider against world class competition and has also won the Best International Service Award for the third consecutive year," said Steve Barker, chief operating officer, Sitel New Zealand.
'your call' blog ...
Kiwi consumer experience with contact centres On Tuesday I was in Auckland, presenting the Avaya Contact Centre Consumer Index for NZ to the New Zealand industry. I presented the findings of the study in company with Carlton Taya, Avaya's South Pacific Managing Director and Steve Vials, Avaya's APAC Product Marketing Director. It was a great session (the NZ audiences are always so interested in research) and we talked about the attitudes that New Zealanders have to contact centres, the level of service expected from a contact centre and the level of service received, customer loyalty, the ideal contact centre experience and the advanced technology contact centre. So interesting. We also spent some good time talking about Gen Y and their keen interest in using technology to interact with organisations. The Kiwis were particularly interested in how the NZ results compared to the Australian results..... bless.... so it's not just the rugby the Kiwis compete on....;) Yesterday morning we presented the Australian results to a full house in Brisbane. Friday is Melbourne and next Thursday is the Sydney presentation. This is an incredibly interesting study, so if you have not already registered to attend, please click here for more information or to register.  Post a comment

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