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LATEST NEWS |
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 HCF launches self-service platform
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Health insurer HCF has reportedly invested $100 million in a web-based health management platform.
Under a five-year deal, US healthcare support provider Healthways will manage the platform to allow HCF's 1.3 million members to log on to customised information and tools, with extra support available via a contact centre. Dubbed, My Health Guardian, the platform offers members access to dieticians, personal trainers and psychologists, together with risk assessment tools and the ability to compile personal health records.
People living with chronic medical conditions can receive more direct support from nurses working out of a contact centre running Healthways' own population health solutions software. Healthways director Craig Bosworth said the initial response had been very positive, with some 25,000 HCF members recently hospitalised due to their illnesses taking up an invitation to join the care program. |
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Website reveals tips to reach agents |
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An Australian website is offering consumers tips on how to quickly negotiate contact centre technology and be connected to a live agent.
Ihateholding.com offers tips, each with a 5-star rating, outlining the most effective way to reach an agent at popular Australian businesses. Users can also post additional comments on their effectiveness. New features planned for the site include the ability for users to rate companies on service criteria such as speed, quality, satisfaction and general tips for better service.
New Ltd checked some of the tips during a weekday lunchtime and found many are effective in reducing waiting time. Thousands of people have visited the site since it was first registered in 2006, with more than 11,225 people viewing the Westpac page alone. |
| Webinar |
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The Power of 30 Seconds:
Best Practices for Exceptional Support
 Tuesday, 11 August, 11am Australian EST
Speakers:
Rich Gallagher, President Point of Contact Group
Catriona Wallace, Director, callcentres.net
Brenda Dentinger, Product Marketing, Citrix Online
What happens during the first 30 seconds of a support call sets the stage for the entire and could determine whether the customer relationship will be a long, happy one or short-lived.
Join us for a live Webinar with Rich Gallagher, Great Customer Connections author and former customer support executive, who will share proven best practices strategies for building a solid rapport in 30 seconds, setting expectations, defusing hostility and more.
You will also learn how remote-support technology helps you maximise your impact within the first 30 seconds of a support call by enabling you to see the problem, diagnose it and effectively resolve it - ensuring a healthy, long-lasting customer relationship.
 Register for the Webinar Now
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 NZ council builds outsourcing business
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Palmerston North Council's after hours contact centre continues to attract outsourcing contracts.
The centre recently won a contract to service four new councils in the Taupo, Waikato and Bay of Plenty regions, with Palmerston North business development executive Mike Manson saying another council is about to sign up. The Palmerston North Council service, which most commonly handles complaints on noise and animal control, currently serves 16 councils.
Manson welcomed the fact the Palmerston North centre was chosen over competitors from India and the Philippines. Manson, who also chairs the Manawatu Contact Centre Cluster, said three further contact centres were expected to be established or expanded in Palmerston North. |
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Zeacom plans aggressive push into Australia |
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New Zealand unified communications company Zeacom plans an aggressive push into the Australian market with the appointment of a new country manager.
Zeacom CEO Miles Valentine announced the appointment of Stephen Sarjeant to head the Australian business, responsible for all sales, support and services activities. Valentine said the appointment signifies a "step change in our Australian business as we seek to aggressively increase market share."
Valentine said Sarjeant had joined Zeacom after 10 years experience in the converged communications and contact centre industry with companies such as Cisco Systems and Avaya. He also worked with ICL (now Fujitsu) in Europe, the Middle East and Africa. |
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Survey Now Open |
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Contact Centre Industry Benchmarking Reports
- Australia, New Zealand and Asia 2009
You are invited to contribute to the 2009 Contact Centre Industry Benchmarking Reports - Australia, New Zealand & Asia, now in its 13th year.
The 2009 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.
A special focus of this year's Contact Centre Industry Benchmarking Study is the impact of the Global Financial Crisis on the contact centre.
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.
- Environmental Impact.
- Effects of the Global Financial Crisis on contact centres over the last 12 months.
- Significant Challenges facing contact centre operations over the coming year.
- Analysis and drivers of contact centre performance.
This survey is aimed only at Contact Centre Managers and Executives in Australia, New Zealand and Asia, operating at least 5 seats in Australia, New Zealand & Asia.
Begin Survey Here
Survey closes: Friday, 7th August 2009
If you would prefer to make your contribution via telephone or post please contact William Dieu by email: wdieu@callcentres.net or phone (+61 2 99273344) ASAP to arrange for a suitable time to contact you or for the benchmarking survey to be sent out. | |
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11-13 August, Melbourne
SPECIAL $400 DISCOUNT TO ATTEND
Transform Your Customer Experience. With the best practices, solutions and ideas you will gather from APAC’s biggest Contact Centre Event.
For More Information and to Register View Here
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Upcoming Event |
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ICSP August Breakfast:
"Cost Is Not Altogether Low Service - The Jetstar Story"
Jetstar challenges orthodoxy! Has it just been the highly anticipated global financial crisis that has enabled Jetstar to become Australia’s most profitable airline or is it a shrewd strategy that’s enabled this business to have an acute awareness of what customers want and to deliver to just that formula?
Find out at these breakfast events: 7:00am - 9:00 am
Brisbane, Tues 4th Aug
Sydney, Wed 5th Aug
Melbourne, Thurs 6th Aug
Click here to register |
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'your call' blog |
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 Indonesian Contact Centre Industry Stats and QLD has a bigger one than NSW ...
Some gorgeous stats on the Indonesian contact centre industry from our 2008 study:
- The Indonesian contact centre in 2008 was estimated to be about 17,300 seats growing at 12% per annum
- The mean seat size is 36 seats
- 90% of centres service local customers with only 10% servicing international customers
- An inbound agent handles on average, per shift, 103 calls
- 58% of centres are cost centres
- 46% of operating budget is dedicated to labour related costs
- Agent attrition was 14%
So interesting.
Now, on to the party of the week, which was the NSW ATA Awards night held in Star City last Friday night. There was a galaxy of stars there with over 600 attendees. Apparently Queensland still gets more attendees to their Awards night which was much to the chagrin of the NSW organising committee. Anyway, NSW do not distress because apparently you had more guests than the Miss Universe pageant that was held in the same room the night before.
Read full blog entry here |
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Podcast Programme |
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Smart Call # 65 -
When the CIO helps
the contact centre
This week on Smart Call we meet Colin Thomas, CIO, NSW teachers Credit Union and he shares what sounds like a very, very healthy relationship between his IT team and the Credit Union's customer service operation.
Also on this week's Smart Call, Dr Catriona Wallace rejoins us to discuss news including:
- Good reports about the DNC register
- The contact centre where staff warn customers about offshoring
- Why emergency services contact centres need standards
Listen to the podcast here
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