For a long time contact centres have been known to have very high staff turn overs with most having a turnover rate of 30-45 percent with some seeing a turnover rate higher than 100 each year! A common cause for this is due to Contact Centres not prioritising the frontline, ensuring they have the right […]
As parts of New Zealand begin the recovery and cleanup process after the havoc of Cyclone Gabrielle our thoughts are with those that have been effected by its devastation. Sadly, this impact extends to some of our own staff who were caught I the path of the floods and violent winds. We are now seeing […]
In the contact centre industry, we are exposed to a large variation of CRM software on a regular basis for everything from data entry to handling calls, emails chats, social media etc. Each CRM has its strengths and weaknesses but one common trend they all seem to share is a high level of complexity for […]
We have all seen and continue to see the impact COVID has had on the call centre industry as a whole, from companies rushing to implement some sort of homeworker model to others struggling with increased staff absenteeism. One impact that is often overlooked is how this has impacted the culture in call centres, specifically […]
How Lotto managed a move to 100% online in under 24 hours It’s not news to anyone that COVID-19 has changed the way New Zealand does business. Even when retail stores open again, customer behaviour is unlikely to return to pre-lockdown times for a while. Online shopping is likely to remain a much larger part […]
Article in Stuff 10 May 2020 https://www.stuff.co.nz/business/121340288/coroanvirus-call-centre-business-telnet-stronger-more-efficient-after-covid19-experience
The NZ Herald today (Saturday 25 April) points out the hitherto unseen risks of outsourcing call centres in the Philippines and India. Poor technology and a weak national telecommunications infrastructure have left contact centres in these countries struggling under the Covid-19 lockdown. In sharp contrast to this, my company Telnet – New Zealand’s largest locally […]
There is a lot going on in the CX space these days. The myriad of different ways people need help is causing challenges. At Telnet we have been working on our strategy to deal with these issues . We call it Telnet 2020 and beyond https://www.telnet.co.nz/wp-content/uploads/sites/2/2020/04/Telnet-2020-and-beyond.pdf
