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Omega Experts, Expanding In New Zealand Market



WELLINGTON, New Zealand, May 15 RNewswire-AsiaNet/ -- Omega Performance Corporation, an international training and consulting firm, has expanded their New Zealand presence with a new office in Wellington. The company has an extensive world-wide client list in banking, financial services, and call centres.

"The New Zealand market is unique," explains David G. Falwell, President and Chief Executive Officer with Omega Performance. "Omega has shown our commitment to the unique needs of this market over the past seven years, through our work with clients such ASB Bank, BNZ, The National Bank, WestpacTrust, and others. We are also seeing significant growth across the broader financial services and call centre industries. This new office expansion provides our clients with the presence of local industry experts to handle increasing client and market demand." Mr. Falwell was formerly Managing Director of the company's Sydney office, where he had responsibility for developing Omega's business in Australasia and New Zealand.

According to recent industry research, the Asia-Pacific call centre industry is growing at the rate of 25% per year. The New Zealand region is gaining attention from the call centre industry because of its location, increasingly high-tech economic base, skilled workforce, and reasonable cost of living. And the banking and financial services market in the region continues to grow with consumer demand for diversified services.

Both markets are receiving pressure from consumers to increase customer service levels. A recent call centre survey showed that 85% of call centres interviewed felt that their organisation was customer focused, but only 27% train their staff to be more customer focused. Consumer magazine's October 1999 survey on bank customer satisfaction emphasised the importance of staying customer-focused and maintaining high levels of service quality. Thirty-five percent of survey respondents have had a problem with their bank, yet almost 4 out of every 10 complaints are not resolved to the customer's satisfaction.

Omega Performance has significant global expertise in developing full-service, sales, and credit cultures within the financial services and call centre markets. The National Bank of New Zealand, an Omega Performance client, received above average customer satisfaction ratings in the Consumer magazine survey. Henry Ford, General Manager Branch Network with The National Bank of New Zealand, has led a significant engagement with Omega that is boosting customer service and sales. "We have always been committed to providing the service our clients deserve," Ford reports. "Omega is helping our organisation significantly improve customer service scores and increase customer retention. In this competitive market, we must continue to improve in new ways. We are delighted to have Omega as our improvement partner."

Stephen Billing, the new Vice President for Omega's New Zealand office, has been in corporate training for the past decade and has extensive experience both in banking and some of New Zealand's highest profile call centres including Telecom and Inland Revenue. Don Kennedy has also joined the company as Senior Consultant. Mr. Kennedy has worked with Omega programmes in New Zealand since 1994 and brings to the table an extensive training and banking industry background.

Omega Performance Corporation is an international company dedicated to improving the performance of financial institutions and call centres by improving the performance of their people. For more information, visit the company's website at


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