|
LATEST NEWS |
|
 Westpac consolidates NZ centres
|
|
Westpac will reportedly employ 40-50 new contact centre staff ahead of the opening of its new centralised Auckland service centre.
The new building, Westpac on Takutai Square, is expected to open for business in the next six months, bringing together the majority of Westpac's service support teams. "Our call centres are coming into the city from Manukau and Onehunga, along with other support teams," Westpac's Marianne Freser told reporters. "We still think we will need between 40 and 50 new staff with the move."
"This new flagship building will be an opportunity for Westpac to bring our people together in an environment that fosters teamwork and collaboration," Freser said. "Centralising support staff is a bold move but one aimed at helping to deliver a better experience for employees and better outcomes for customers. We'll really be able to build a one-team approach based on our strong culture and values." |
|
 Police centre agents issue warning over conditions
|
|
Staff at the Victorian Police regional contact centre in Ballarat have issued their superiors with a warning about a lack of officers at the unit.
The notice says staff shortages at the centre, known as Ballarat D4, are jeopardising police and public safety in the region. It also lists several concerns regarding working conditions at the centre, according to the Herald Sun newspaper.
The notice, called a provisional improvement notice under the Occupational Health and Safety Act, includes among its concerns a lack of adequate staffing, rest breaks and training; and stressful working conditions. A similar notice was sent out by Bendigo D-24. A police spokeswoman says the force is considering the measures outlined in the notice. WorkSafe will oversee the improvements during the next six months. |
|
ShoreTel upgrades Compassion communications |
|
Australian Christian child development ministry, Compassion Australia, has rolled out ShoreTel's unified communications system throughout its offices.
The system has been implemented in Newcastle, Sydney, Melbourne, Maroochydore, and Perth. Compassion works with local churches to provide resources, training and expertise to foster the development of the poorest children in more than 25 developing countries around the world.
The ShoreTel UC system is comprised of 90 ShorePhone IP 230 and IP 560 telephones and replaces a problematic IP PBX system that lacked the flexibility and reliability needed for Compassion Australia's child assistance programs. The ShoreTel system saves Compassion $18,000 annually in maintenance as well as the costs of moves, adds, and changes (MAC). |
|
NetSuite eyes Australian SaaS growth |
|
The Australian software as a service (SaaS) market continues to attract attention with global vendor NetSuite expanding its operations in the region.
NetSuite Australia, established in April 2007, says it has experienced exponential growth in the region fueled by the growing adoption SaaS. "The growing demand among businesses in Australia and New Zealand for on-demand business management software is fuelling our local growth," said Zach Nelson, CEO of NetSuite. "We see huge potential for our offering in this region, as NetSuite's on-demand solutions provide a cost-effective yet powerful way for Australian and New Zealand businesses to manage their entire operations with one integrated product."
NetSuite recently signed a million-dollar-plus OEM agreement with solutions provider Brennan to provide mid-sized Australian companies with NetSuite's integrated business management software. NetSuite's other Australian partner is NetReturn, who offers a popular ERP / accounting solution for small businesses in the Australian and New Zealand markets. NetReturn recommends NetSuite to their customers as they grow into mid-sized businesses. |
| Podcast Programme |
|
SmartCall #34 - And the winner is ... the ATA Annual Conference and Awards
This week's Smart Call is a special show, dedicated to the Australian Teleservices Association's Annual Conference and Awards.
It's a big show with SIX interviews:
- UCMS' Ryan Brisbane on how it feels to be a repeat winner of the ATA award for best contact centre with more than 120 FTE staff
- The ATA's Chair, Steve Mitchinson, on the big issues facing the industry
- ATA CEO Michael Meredith on the Association's new standards and accreditation scheme
- St George Bank's Antoine Casgrain on employee incentives
- Australia Post's Greg Bubke reveals how his staff helped redefine the contact centre's mission
- Tenix's Michael Lynch reveals how he halved attrition in a tough contact centre
Listen to the programme here
| |
|
