Video | Agriculture | Confidence | Economy | Energy | Employment | Finance | Media | Property | RBNZ | Science | SOEs | Tax | Technology | Telecoms | Tourism | Transport | Search


BNZ: Call me - you can call me, any, any time

Call me - you can call me, any, any time says award-winning customer contact centre

Bank of New Zealand customer contact centre staff will be forgiven for humming the ABBA hit ‘Ring, ring, why don’t you give me a call?’, after winning the top prize at the 2004 Customer Relationship Management (CRM) Contact Centre Awards last Thursday night.

Bank of New Zealand’s customer contact centre won the Diamond award for providing the best service for all customer contact centres in New Zealand, across all industries. The Diamond award is the equivalent to an Academy award for customer contact centres in New Zealand.

Shona Bishop, Bank of New Zealand’s general manager for channel and process optimisation, says she is thrilled with the result.

“We’ve won the award for the number one customer contact centre in the banking industry in 2003, and we came third overall in 2002. To win it this year for providing the best customer contact centre in New Zealand, across every industry, is just stunning. We’re over the moon,” says Ms Bishop.

Ms Bishop says that making the customer feel important over the phone is hard, because you don’t see who you’re talking with.

“I’m pleased to see the people in our customer contact centre being recognised for their passion, for their desire to help the customer, and for the outstanding way they make the customer feel valued. For us, it’s about making it easy for the customer to do business with us, and we are clearly doing that.”

The CRM Contact Centre Awards recognise excellence in standards of customer service delivered by contact centres throughout New Zealand. Bank of New Zealand’s customer contact centre won the award for contact centres with more than 50 seats.

To determine which company provided the best service, contact centres were anonymously ‘audited’ by telephone and email. The evaluation criteria included answer time, ease of access, product knowledge, and operator attitude and efficiency. 85 companies from around New Zealand participated in the awards.

© Scoop Media

Business Headlines | Sci-Tech Headlines


ScoopPro: Helping The Education Sector Get More Out Of Scoop

The ScoopPro professional license includes a suite of useful information tools for professional users of Scoop including some specifically for those in the education sector to make your Scoop experience better. More>>

Big Tax Bill Due: Destiny Church Charities Deregistered

The independent Charities Registration Board has decided to remove Destiny International Trust and Te Hahi o Nga Matamua Holdings Limited from the Charities Register on 20 December 2017 because of the charities’ persistent failure to meet their annual return obligations. More>>

57 Million Users' Data: Uber Breach "Utterly Preventatable"

Cybersecurity leader Centrify says the Uber data breach of 57 million customer and driver records - which the ride-hailing company hid for more than a year - was “utterly preventable”. More>>

Scoop 3.0: How You Can Help Scoop’s Evolution

We have big plans for 2018 as we look to expand our public interest journalism coverage, upgrade our publishing infrastructure and offer even more valuable business tools to commercial users of Scoop. More>>

Having A Cow? Dairy Product Prices Slide For Fourth Straight Auction

Dairy product prices fell at the Global Dairy Trade auction, retreating for the fourth straight auction amid signs of increased production... Whole milk powder fell 2.7 percent to US$2,778 a tonne. More>>


Statistics: Butter At Record $5.67/Block; High Vegetable Prices

Rising dairy prices have pushed food prices up 2.7 percent in the year to October 2017, Stats NZ said today. This followed a 3.0 percent increase in the year to September 2017. More>>


Science: New Research Finds Herbicides Cause Antibiotic Resistance

New University of Canterbury research confirms that the active ingredients of the commonly used herbicides, RoundUp, Kamba and 2,4-D (glyphosate, dicamba and 2,4-D, respectively), each alone cause antibiotic resistance at concentrations well below label application rates. More>>


  • Bill Bennett on Tech