LATEST NEWS

CareFlight Air Ambulance updates call response with Rapport CMS

The CareFlight International Air Ambulance Service has successfully migrated its response phone requirements to RAPPORT CMS software system in a bid to provide a faster response to calls.

Previously, CareFlight field staff, who answer the calls for assistance, could be anywhere on the CareFlight bases in NSW, the Northern Territory or Western Australia. The new RAPPORT CMS service queues incoming calls and notifies staff of calls via SMS. The field agent calls the number supplied in the SMS and is instantly connected to the customer.

"We previously had to route our inbound calls to a single operator, now with RAPPORT CMS we can have our people anywhere in the country able to answer a customer's call," CareFlight CIO Gary Williams said. "We use the inbound capabilities of RAPPORT CMS to route calls to 1st, 2nd or 3rd level support staff ensuring our customers are answered immediately by a real person." CareFlight can also conference in doctors and other support staff into the call to assist in the retrieval.

Telecom launches probe in 'F*** you' contact centre claims

New Zealand Telecom is investigating claims that a Wanganui woman received a text message saying "F*** you" from its contact centre after she complained about delays in her mobile phone service.

Wanganui mayor Michael Laws took up the issue when a caller contacted his Radio Live talkback show seeking an apology from Telecom. Telecom spokesperson Nick Brown said his company needed to be very thorough in its investigation.

Our customer service teams all set themselves the highest standards and therefore behaviour such as that reported by Mayor Laws would equate to serious misconduct," spokesperson Nick Brown said in a statement. "We look forward to talking to Mr Laws and the customer directly so we can get the details and facts needed to address this serious complaint properly and quickly."

Good luck saves triple-0 contact centre after crash

Queensland's ambulance union says good work and plenty of luck prevented a catastrophe after the state's triple-0 system crashed this week.

The failure in the Queensland Ambulance Service (QAS) and Queensland Fire and Rescue Service (QFRS) dispatching system was an accident waiting to happen, according to ambulance union organiser Kroy Day. "They had to go on to a manual system for a lot longer than expected, which meant staff were under a lot more pressure," Day told reporters.

The Department of Community Safety which oversees the QAS and QFRS, said the 000 glitch stemmed from "routine maintenance" of its ESCAD (Emergency Services Computer-Aided Dispatch) system. DCS director-general Jim McGowan said the system changes had been tested and it was a mystery why it fell down in working conditions.

Macquarie Telecom on track to bring contact centre in-house

Macquarie Telecom says it is on track to bring its contact centre operations back in-house as part of a plan to improve customer service and perception.

Macquarie Telecom expects to open its new customer centre in April, employing 40 contact centre staff. "Our new contact centre will go live this year - the hiring and recruiting has started and the team's on board getting trained," Macquarie Telecom's Aidan Tudehope told reports.

While Macquarie Telecom has resisted offshoring its customer service, it has outsourced in Australia. "The end game is to continue to put daylight between us and our nearest competitors when it comes to customer care and it's turning what is an industry that is poorly regarded in terms of customer care into one that's excellent at it," Tudehope said.

Upcoming Events

CCMA Lunch, 2010: NETMA* vs NELMA

Guest speaker, Duncan M Wallace, Director Customer Experience, Telstra Customer Service & Sales, will provide illustrations and anecdotes from almost 2 decades running contact centres from A(ustralia) to Z(uid Afrika).

• What are the practices you need to employ to ensure a consistent experience no matter the channel through which a customer wishes to be served?
• Which customers should demand your attention?
• When should you serve some at the expense of others?

Melbourne Town Hall | Friday 26 February 2010 | 11.45am - 2.30pm

Book here

Latest Research

Australia & New Zealand Contact Centre
Industry Benchmarking
Reports 2009

The reports includes key information about the following:

• Contact Centre Operations
• Technology
• Human Resources
• Key Performance Indicators
• Budgets and seat costs.
• Revenue Generation and Sales Conversion Rates.
• Quality Assurance and Customer Satisfaction
• Significant Challenges
• Environmental Impact
• Effects of the Global Financial Crisis on contact centres
• Analysis and drivers of contact centre performance

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