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

 

Call Centre Wins Award For Excellence

North Shore City Council

North Shore City Council’s call centre has been recognised as one of the best in the country.

The Actionline service this week received an internationally recognised award for excellence from the American TARP company, whose specialised programmes measure customer satisfaction.

TARP grew out of Harvard University in 1972, and now sets the benchmark standards for call centre performance.

The council’s call centre gained the third highest score ever in New Zealand, in achieving the ‘Best in Class Call Centre Award’. Only six New Zealand companies reached the same elite standard this year.

"Speed of service has improved six-fold and satisfaction has nearly doubled since we began," says chairperson of the council’s strategy and finance committee, Councillor Jenny Kirk. "But to get this external recognition makes all the hard work worthwhile."

Established as a call centre in September 1997, North Shore City Actionline now has a full-time staff of 15 answering and responding to calls from the public on all council-related matters.

The award is for a 12-month period only and must be re-sought each year. It assesses customer satisfaction using criteria which take into account responsiveness and the effectiveness of procedures.

A random phone survey of residents is now carried out as part of the council’s annual assessment of customer satisfaction levels, which helped the call centre achieve the top award, says Cllr Kirk.

The TARP assessment of the call centre showed that 85 per cent of calls were answered within 20 seconds.

"Technology is working for us, and not the other way around," says Cllr Kirk. "Our business is very much about customer service and communication and the call centre initiative has enhanced the links between politicians, staff and our contractors."


© Scoop Media

 
 
 
Parliament Headlines | Politics Headlines | Regional Headlines

Passports And IDs Left Online: Privacy Breach On Tuia 250 Aplications

The Ministry for Culture and Heritage yesterday revealed it had mistakenly exposed the sensitive details of about 300 mostly young people online...

Technology commentator Paul Spain said while most of the information was gone from the internet, the question was who had accessed it while it was online.

"This could be a problem for them for months if not years to come because others are now able to impersonate them and they could do all sorts of things when they [can] pretend to be someone else." More>>

 

Cutting Tape, Rasing Super Age, Cutting Business Payment Times...: National's Economic Discussion Doc

National has today released its fourth Discussion Document, which focusses on the economy and outlines a range of policies that will help rebuild business confidence, Leader of the Opposition Simon Bridges says. More>>

ALSO:

NZ First Statement: Passing Of Pita Paraone

“On behalf of New Zealand First let me express our condolences to Pita’s wife, Elva, his three children and wider whānau,” said Mr Peters. “Northland and the people of New Zealand have lost a man who cared deeply for his people and country, and worked endlessly to make New Zealand a better country for us all.” More>>

ALSO:

Gordon Campbell: Why NZ Shouldn’t Try To Curry Favour With Trump

Dutifully, Denmark had lined up militarily alongside the US in Bosnia, Afghanistan, Syria and during the Iraq War. This means nothing. In a heartbeat, the current US President will trash any ally, and on the flimsiest of pretexts. More>>

Gordon Campbell: On The Commerce Commission Fuel Report

The interim Commerce Commission report on the fuel industry will do nothing to endear the major oil companies to the New Zealand public... More>>

ALSO:

Emergency Govt Bill: Overriding Local Licensing For The Rugby

“It’s pretty clear some clubs are having difficulty persuading their district licensing committees to grant a special licence to extend their hours for this obviously special event, and so it makes sense for Parliament to allow clubs to meet a community desire." More>>

ALSO:

Leaving Contract Early: KiwiBuild Programme Losing Another Top Boss

Ms O'Sullivan began a six-month contract as head of KiwiBuild Commercial in February, but the Housing Ministry has confirmed she has resigned and will depart a month early to take up a new job. More>>

ALSO:

Proposed National Policy Statement: Helping Our Cities Grow Up And Out

“We need a new approach to planning that allows our cities to grow up, especially in city centres and around transport connections. We also have to allow cities to expand in a way that protects our special heritage areas, the natural environment and highly productive land." More>>

ALSO:

Ombudsman's Report: Ngāpuhi Elder 'Shocked' By Conditions At Ngawha Prison

A prominent Ngāpuhi elder is shocked to find inmates at Ngawha Prison are denied water and forced to relieve themselves in the exercise yard... Chief Ombudsman Peter Boshier has released a report highly critical of conditions at the Northland prison. More>>

ALSO:

 
 
 
 
 

LATEST HEADLINES

  • PARLIAMENT
  • POLITICS
  • REGIONAL
 
 

InfoPages News Channels