Local Govt | National News Video | Parliament Headlines | Politics Headlines | Search

 


Council appoints TelstraClear to standardise call centres

Media release
03 December 2012

Auckland Council appoints TelstraClear to standardise its call centres

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.”

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.

Ends

© Scoop Media

 
 
 
 
 
Parliament Headlines | Politics Headlines | Regional Headlines

 

CPAG: Government Spends Over $100K Pursuing Beneficiary

For the past fifteen years, Kathryn, now in her fifties and living alone with chronic ill health on a benefit, has been challenging the decision by the MSD that she has to pay back $117,000. She has no assets or savings and cannot afford to pay for fresh food or therapy that would improve her health. More>>

ALSO:

Labour: National’s Cuts Shave $100K Off KiwiSaver By Retirement

New analysis shows National’s constant cuts to KiwiSaver will reduce the average worker’s retirement savings by $100,000 over their working life, Leader of the Opposition Andrew Little says... Since coming to office it has made five separate cuts to the scheme." More>>

ALSO:

Auckland: Transport Operators Switch From SuperGold To AT HOP Cards

Seniors using Auckland’s public transport will need to use their AT HOP cards from today but Auckland Transport has requested its operators to show understanding for those customers yet to complete the switch from SuperGold cards. More>>

ALSO:

Crime Stats: Burglary Up 11.9%

“While burglary rates are still below that of recent years, there has been an increase of more than 10 per cent over the past 12 months, which is of concern to Police and something we are determined to tackle,” says Police Commissioner Mike Bush. More>>

ALSO:

Help: Lifeline Aotearoa Fighting For Survival

Lifeline Aotearoa has announced it only has enough money to run for one more year. By 30 June 2017, all available sustainability reserves and funds from a new mortgage on its Auckland property will be exhausted. More>>

ALSO:

Overseas Investment: Auditor-General To Examine OIO

The Auditor-General is to examine how the Overseas Investment Office collects and manages information following a request from the parliament's finance and expenditure committee. More>>

ALSO:

Gordon Campbell: On Bill English Living In Denial

The working poor have been a direct byproduct of the economic policies in vogue for the past 30 years or more, all over the Western world... That anger was evident in the Brexit vote, and it underlies the support for Donald Trump in the United States. More>>

ALSO:

Final Reading Of Parental Leave Bill: Families With New Babies Victims Of Veto

“For the first time ever, a Bill will have a third reading debate and no vote will be taken at the end because the National Government has used its veto – an extreme measure against families,” says the Bill’s sponsor, Labour MP Sue Moroney. More>>

ALSO:

Get More From Scoop

 

LATEST HEADLINES

 
 
 
 
 
 
 
 
 
Regional
Search Scoop  
 
 
Powered by Vodafone
NZ independent news