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LATEST NEWS |
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 ETC, Customer Impact join to offer APac employment testing
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Employment Technologies Corporation (ETC), a leader in simulation software for employment testing has joined outsourcer Customer Impact, to offer a range of solutions in the Asia Pacific market.
The partnership will combine ETC's EASy Simulations with Customer Impact's own range of products and services. "This partnership will enable ETC to extend its global reach and promote its EASy Simulations more extensively in the Pacific Rim with Customer Impact, who has broad and demonstrated capabilities in this region," said ETC CEO Joseph T. Sefcik. "ETC is committed to helping organisations create a more competitive workforce throughout the world by using EASy Simulations to hire the best and Customer Impact has that same commitment."
Customer Impact president John Gibson stated that ETC EASy Simulations will enable his company to bring easy-to-use and easy-to-deploy pre-employment and development testing that is proven to reduce staff turnover and improve agent quality. "High turnover of agents in the Pacific Rim is proving very expensive for customer care organisations, we are pleased to be working with ETC, as they are the leaders of pre-employment simulations and have set industry standards," he said. |
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 Unity4 Finalist in The NEWS.com.au Green Awards 2008
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The Unity4 Group has reduced carbon emissions by over 2,000 tonnes a year through empowering its 300+ staff to work from home. Not commuting to work enables its staff to spend more time with their families and save over $1,000,000 a year in fuel costs.
The Unity4 Group's world-leading software enables its call centre staff to work from the comfort of their own homes providing a better work-life balance, better service to customers while increasing profits. The Unity4 Group is providing this cutting edge software as a service to many other companies with the potential to reduce the call centre industry's collective carbon footprint drastically over the coming years.
The Unity4 Group thinks outside the cubicle and leads the Australian call centre industry by demonstrating that best-in-class practice for business and staff is also best-in-class practice for the environment.
callcentres.net thinks this is pretty cool, if you agree and want to vote for Unity4 please visit: http://www.news.com.au/feature/ranked/0,,5017640,00.html. Voting closes Monday 15th September. |
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Technology trending down spending down |
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Australian contact centres plan to spend an average 20% less on buying, upgrading and replacing technology in the coming year, according to new callcentres.net's research.
callcentres.net's newly released 2008 Australian Contact Centre Industry Benchmarking Study, sponsored by Autonomy etalk and Zintel, reports local contact centres plan to spend $260,854 buying new technology and $149,535 upgrading and replacing technology in the coming year. In the coming year 23% of contact centres plan to invest in CRM tools, while 20% plan to invest in workforce management tools and 20% plan to invest in a call (voice only) system.
ACD was the most commonly used technology currently implemented on premises at contact centres, being mentioned by 78% of respondents, IVR was used by 49% of centres and CRM by 47% on premises. Of total contact centre budget expenditure, telecommunications accounted for 12% (an increase of 1% from 2007), constituting hardware 6%, software 4% and services 2%. Of total contact centre budget expenditure, telecommunications accounted for 12% (up 1% from 2007), made up of hardware (6%), software (4%) and services (2%). "We often see that contact centres are not fully utilising the technologies that they already have available to them," said Zintel MD Johan Scholtz. "For example, they don't realise that they can leverage the information available with an inbound number. Once they do this their 12% spend on telecommunications actually becomes a tool for business management, rather than a cost." |
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 Firms plan more call centre outsourcing
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An average of 50% of New Zealand consumers use contact centres reported an overall satisfaction with their experience, according to callcentres.net's latest study.
callcentres.net's 2008 New Zealand Contact Centre Industry Benchmarking Report, sponsored by Autonomy etalk and Zintel, found that found 41% of contact centre manager said their customers were extremely likely to recommend the centre or company.
Outsourcers and smaller contact centres with less than 20 seats have a higher proportion of customers rating highly for overall satisfaction and recommending the centre or company. "Delivering a positive customer experience across all enterprise channels requires an understanding of customer needs and expectations as defined by their buying behaviours, emotional inclinations, market trends and competitive analysis," Autonomy etalk's VP of marketing Roger Woolley. "Organisations are turning to advanced analytical solutions, such as speech analysis, for a deeper insight into what impacts customer satisfaction and to more quickly respond to service issues or revenue-generating activities." |
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Charles Sturt University installs Touch-to-Talk customer service |
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IT company Delacon's has installed its Touch-to-Talk customer service application at Western Australia's Charles Sturt University.
Touch-to-Talk enables perspective customers to call organisations directly from their website. When a web-surfer clicks on a special icon on the site, a pop-up appears prompting the potential customer to enter their telephone number, triggering a telephone call between the customer's phone and your organisation.
Delacon's says Touch-to-Talk capitalises on the indecisive web surfer, making it easy for them to contact an organisation directly without having to dial its number. Charles Sturt University is the first Australian University to utilise Touch-to-Talk. | |
| Supplier Minisite |
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Enterprise Workforce Optimisation
GMT is a leading provider of workforce management and performance management software for call centres, branch banking, back office, and services organizations.
GMT's award-winning workforce optimisation solution, GMT Planet™, combines precision forecasting and efficient scheduling with powerful performance analytics to deliver a better customer experience at lower cost.
View the mini site here |
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Upcoming Event |
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Contact Centre Conference
Promoting a culture of excellence
28 & 29 October 2008,
Stamford Plaza, Auckland
The Bright*Star Contact Centre Conference is filled with case studies and expert presentations addressing highly relevant issues around people, processes, and technology.
To view the full conference program or to register click here.
SPECIAL OFFER: 3 FOR 2!
Register 3 people from the same organization at the same time and the 3rd delegate attends free.
*Prices are in NZD
Sponsor
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| Podcast |
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SmartCall #32 -
All aboard the Railcorp Call Centre!
This week's feature interview on Smart Call is with Brad Dixon from Railcorp.
Brad explains how and why Railcorp has opened a travel agent in its call centre and also details his team-building strategies that sometimes plan for agents to leave the call centre and Railcorp forever.
That sounds counter-intuitive, but actually makes a lot of sense, given the Newcastle-based centre has a lot of gradautes on the team.
Listen to the programme here
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