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Contact centre comes out top

Contact centre comes out top

The Auckland Regional Council’s contact centre has been named best local government contact centre in New Zealand.

The 70-strong Auckland team, which includes the MAXX transport information service, saw off competition from the crème de la crème of the country’s contact centres including runners-up New Plymouth Council and last year’s winner - Wellington City Council.

The annual CRM Consulting Group awards held at Sky City last Friday recognise the work of contact centres around the country.

To find its winners, CRM anonymously audited organisations by phone and email and evaluated their contact centre service on a range of criteria including answer time, greeting, quality of listening, product knowledge, professionalism, anticipating future needs, spelling and grammar and overall attitude and efficiency.

Erika Langley and Evile Fakalago who together manage the contact centre are ecstatic.

“Our contact centre team don’t need an award to know they’re the best, they continually prove it every day, but even so, the recognition is great!” says Evile.

“It’s been a challenging year for staff as the councils merge, but our contact centre staff have been upbeat and focussed throughout.”

Auckland Regional Council’s Chief Executive, Peter Winder, said that the team’s wonderful customer focus is very evident.

“The work they do to consistently improve, and to make sure that most enquiries are resolved at the first point of contact make this win all the more deserving,” he says.

Evile Fakalago also wants to say a special thanks to the contact centre’s CRM focus team that came up a unique formula of fun, knowledge and team work that inspired staff.


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