Case Studies

Genesis Energy Customer Contact Centre was previously outsourced to SITEL Corporation. In 2010 this was brought back in house. We have been busy focusing on Business Improvement and innovation which is driving some positive change within our Customer Contact Centre.

TelstraClear’s Customer Help has accepted that in order to grow as a business we need to be ‘responsive to change, to force evolution.’ Each change is meticulously researched and supported by a fulltime workforce management team in liaison with the reporting consultant. All options are also considered and team managers are canvassed before making the change if it is affecting their team members.

The Department of Labour contact centres operate across a number of sites in New Zealand, with staff falling into five workstreams – Immigration, Workplace, Onshore Border Operations (OBO), Immigration Border Operation Centre (IBOC) and Immigration Advisors’ Authority (IAA).

How Corporate Partners introduced a programme for our team to understand how “ The Power of One ” can affect and turnaround poor service level performances on a daily basis. Leading to the delivery of sustained 80/20 service level results without extra FTE.

Massey University uses integrated communication systems to maximise their customer’s experience at both national and global levels.