Geekzone: technology news, blogs, forums
Guest
Welcome Guest.
You haven't logged in yet. If you don't have an account you can register now.

Auckland Council appoints TelstraClear to standardise its call centres
Posted on 3-Dec-2012 15:52. | Tags Filed under: News.



After a competitive tender process, Auckland Council said it has appointed TelstraClear to head a project to standardise and simplify its customer call centres.

Council engaged TelstraClear as part of a wider programme of work to continue to unify its core systems and business processes. This wider programme of work will make Council more efficient; saving ratepayers $50.1 million, over the next 10-year period.

A little over two years ago, Auckland Council was formed out of the amalgamation of eight different legacy councils and their business units. This also necessitated the bringing together of eight different operating systems and that work is still very much ongoing.

As part of this, council inherited a call centre service model which was designed to keep services stable through the transition period, as well as provide callers access to council via a single telephone number. While this temporary system continues to work, call centres remain located in each of the legacy council areas and the multiple systems supporting these are expensive and unsustainable.

A single, comprehensive call centre system and supporting processes are now required to provide the best possible support to council staff and to better serve Aucklanders, as promised through the Auckland and Long-term plans, now and into the future.

“We will replace the many different call centre systems with one single system that’s cheaper to operate overall, more reliable, and one which provides a better service to Aucklanders,” said Nigel King, Auckland Council’s manager of customer services. “The systems we inherited at the time of amalgamation no longer serve an organisation of Auckland Council’s size and we will replace it with a single cost-effective model that’ll serve our needs for years.”

TelstraClear already provides the call centres for some of the country's biggest and most important government and private enterprise organisations, and the people of the country's largest city will benefit from the experience and abilities that TelstraClear will bring to the project.

"We're delighted that Auckland Council recognised that our in-cloud solution was the right one for the city and picked TelstraClear from the other competitive bids that it reviewed," says Andrew Crabb, TelstraClear's Head of Business and Government.

Council estimates that investing in this call centre solution will have an overall benefit of $7.3 million as well as making its customer contact systems more efficient.


comments powered by Disqus


Trending now »

Hot discussions in our forums right now:

What time does windows 10 go live?
Created by gogokr431, last reply by Behodar on 29-Jul-2015 21:26 (262 replies)
Pages... 16 17 18


New site and UFB plans
Created by cws82us, last reply by JamesL on 29-Jul-2015 20:16 (108 replies)
Pages... 6 7 8


Do I need to have 7 installed to get 10 ?
Created by xpd, last reply by Brumfondl on 29-Jul-2015 19:54 (111 replies)
Pages... 6 7 8


Win10 - What's In It For me?
Created by jim.cox, last reply by pooky on 29-Jul-2015 16:06 (29 replies)
Pages... 2


GST refund on imports returned due to size issues
Created by Geektastic, last reply by Geektastic on 29-Jul-2015 19:14 (26 replies)
Pages... 2


HRV NZ rant!!!
Created by stone2, last reply by raytaylor on 28-Jul-2015 19:18 (24 replies)
Pages... 2


2degrees broadband plans available now
Created by freitasm, last reply by Aaroona on 29-Jul-2015 20:37 (47 replies)
Pages... 2 3 4


On-line advertising - good or bad?
Created by Rikkitic, last reply by Sideface on 29-Jul-2015 15:25 (63 replies)
Pages... 3 4 5