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LATEST NEWS |
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 Unity4 Group enters UK market
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Outsourcer Unity4 has launched in the UK through an IT licensing deal with health care provider Partizan International.
Partizan will deploy Unity4's RapportCMS technology to drive patient support programs for the Eurozone. Many patients who are on prescription therapy require management to ensure they understand how to most effectively manage their disease state. Partizan International run programs for many of the world's leading pharmaceutical companies, providing counselling and information for patients.
"Given the stringent requirements of the health care sector we were very cautious about which technology provider to partner with; said Partizan Europe Managing Director Josh Taylor. We found that RapportCMS fulfils all our needs of an integrated telephony and CRM platform, as well as conforming to all ABPI requirements." Unity4 CEO Dan Turner said RapportCMS provides advanced technical capabilities in a fully hosted environment allowing businesses such as Partizan International to focus on processes and people. "We are excited about being able to deliver this home grown Aussie technology on the world stage, the next twelve months are going to be an exciting time for us." |
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AAMI wins contact centre award |
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Insurer AAMI's customer service was acknowledged when the company was named Best Call Centre at the recent annual Australian Banking and Finance Magazine Insurance Awards.
AAMI has approximately 3.1 million policyholders and deals directly with its customers selling insurance policies by telephone, via its retail branch and customer service centre network and via the AAMI website. Staff in AAMI's contact centres answer more than six million calls every year, with each call answered by a person - there is no use of IVR or voice recognition programs.
The company employs various measures to monitor and evaluate its call centre service and in the past three years, AAMI has consistently achieved total satisfaction levels greater than 90 per cent. "While everyone at AAMI recognises the great work that you do, and the value that you provide to the organisation, it is fantastic that your efforts have been recognised by our peers and our customers," Anthony said in congratulations to his staff. |
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Do-not-call complaints drop |
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Complaints of unsolicited telemarketing calls to private phones have fallen this financial year, according to the Australian Communications and Media Authority.
At the end of October, 2.62 million private numbers were on the Do Not Call register, set up in May last year so subscribers could opt out of receiving cold calls at home. A spokesman for the Australian Communications and Media Authority said the number of complaints about breaches of the register in the three months to September averaged fewer than 1300 a month. In the same period last year there were 2400 complaints a month.
Communications Minister Stephen Conroy has foreshadowed a possible expansion of the register and recently sought public comment on a proposal to make all numbers eligible, including businesses. The Australian Direct Marketing Association said in its submission that attempts to expand coverage were without merit and would provide no community benefit. |
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 Grenades unearthed at Tassie contact centre site
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Workers at the construction site of Centrelink's new contact centre near Hobart were shocked to discover a cache of dummy hand grenades during excavations earlier this year.
It has been revealed that more than 200 of the military training devices were discovered in June during excavation at the Goodwood construction ground. The Department of Defence explosive team, police and specialist earth surveyors were brought in to investigate and the grenades were removed and destroyed.
Department of Defence warrant officer David Higgins identified what are called "drill grenades" from pictures police had provided. "They're virtually just a practice grenade without any explosive at all," WO Higgins said. But because of the large quantity experts were brought in to help dispose of them. |
| 'your call' blog |
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 Consumer Index, Boobs and Online Training...
I am back in beautiful Malaysia to present the APAC results of the Avaya Contact Centre Consumer Index to a Malaysian audience. Although in this year’s iteration we did not interview Malaysian consumers, we will share results from Aust, Singapore, NZ, Japan and India as well as talk about global trends in the contact centre industry and how Malaysia is tracking. And even though during this trip to KL I won’t get to see another full Lady-Boy show.... ;( like on my last visit, luckily enough I did see Priscilla, Queen of the Desert Musical, last Friday, so have got my necessary fix of glam for the month. ( I am soooo envious of the full neck to ankle silver sequined cat suit, let alone the feathered head dresses and platforms. ... why do the boys get to wear all best girl outfits ... not fair .... ;)
Anyway, to matters more relevant ... did you know that:
- Compared to Japan, India, NZ and Singapore... Australia has the lowest level of agreement that service from contact centres has improved over the last 12 months, and highest level of agreement that interacting with contact centres is always problematic. Crikey, those Aussie consumers are harsh.
- Indian consumers are the only ones who agree that contact centre service is better than face-to-face service.
- How about the fact that consumers in all countries state that they will give more business to companies that have 24X7 (only 16% of centres open 24x7 in Aust).
And I could go on... but then I have to save the more brilliant insights for the presentations in KL, Singapore, Tokyo, India, Sydney, Brisbane, Melbourne and Auckland. Please see registration details below:
Singapore, register here: avayacctour2008@in2.com.sg
Australia:
Private sector, register here: http://www.avaya.com.au/campaigns/FY09Q1_CC_Tour_SPAC/lp.asp
Government, register here: http://www.avaya.com.au/Campaigns/FY09Q1_CC_Tour_SPAC/lpC.asp
Another interesting news report we published last week was the Origin National Contact Centre in Melbourne which stated "... to attract and retain people to the business, the new site has been designed with unique state-of-the-art facilities including":
Read full blog entry here... | |
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| Research Events |
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Avaya Contact Centre Consumer Index Launch 2008
Singapore, 13th Nov 2008
Register here
Australia Events:
Private sector - 7:30am to 9:15am
Melb, 25 November
Bris, 27 November
Auck, NZ, 2 December
Syd, 4 December
Register here
Government - 12noon to 1:30pm
Melb, 25 November
Bris, 27 November
Syd, 4 December
Register here |
| Interesting Reads |
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| Wellness @ Work Comp |
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Wellness @ Work offers a series of workshops to guide your staff through better health and wellbeing at both a physical, mental and emotional level. The workshops are fun and interactive, and can be delivered together or individually, depending on your needs. We understand the constraints the call centre environment dictates, and therefore tailor make our workshops to your specifications.
Workshops cover a range of topics such as:
- Hydration
- Nutrition and healthy eating habits
- The importance of quality sleep and how to get it
- Exercise: how to integrate it into your daily life
- Dealing with stress: tips to release stress and increase your energy levels
- Creating a healthy mind: how to create a positive attitude in life.
Enter the draw to win 1 x Wellness First 15 disc DVD Set, Valued at $4,997, click here to find out more
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