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News : AA Insurance Hiring Manawatu Staff for Virtual Call Centre

#contactcenterworld

Palmerston North, New Zealand, May, 2021 -- AA Insurance has no plans to set up a physical call centre in Palmerston North, but it is hiring Manawatu staff to man the phones from home in a virtual one.

AA Insurance talent acquisition manager Victoria Dunkin said demand for the company’s sales and service call centres was growing faster than it could recruit and train, especially with the current low unemployment rate of 4.7 per cent.

The majority of the company’s call centre staff were based in offices in Auckland and Hamilton, and by expanding its work-from-home programme AA Insurance could hunt for recruits further afield without having to ask them to move if they get the job.

Manawatu was a natural fit for the expansion as it had numerous existing call centres, which had created a large pool of talent, and AA Insurance was hiring 20 new staff in the region, Dunkin said.

She said the flexibility of working from home proved even more popular than AA Insurance had expected.

Enough Manawatu residents applied to pack out two days of assessment appointments on Thursday and Friday, even after the phone interviews and aptitude tests had whittled down the pack.

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....CONTENT CONTINUED BELOW

It had proven particularly useful when trying to find staff for split shifts, she said.

"The time it takes to commute, especially in Auckland, puts a lot of [office workers] off split shifts.

"But when working from home, people can easily go put dinner on or pick up the kids before going back to the rest of their shift."

The new staff will go to Auckland for a two-day orientation, before going through a full training programme in their own homes.

They will be assigned to existing teams of call centre representatives, with a mix of office and home-based workers.

Dunkin said while AA Insurance won’t be setting up a physical centre in Manawatu, the new staff would allow the company to provide a better level of local support.

AA Insurance customer service manager Catherine Auger was moving down from Auckland to help set up and run the virtual call centre.

Auger’s partner grew up in Ashhurst, and they’d been talking about moving their young family to Manawatu for some time – but after 15 years building a career at AA Insurance, she was reluctant to quit.

Working from home hadn’t seemed like a practical solution, then the pandemic’s lockdowns last year changed all that, she said.

Now they’ve sold their Auckland home and bought a section in Palmerston North to build a new one and escape the big smoke.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.stuff.co.nz


About AA Insurance Limited:
Company LogoSince our beginning in 1994, AA Insurance has become one of New Zealand’s leading providers of car, home and contents insurance for everyday New Zealanders.
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Today's Tip of the Day - Crazy But True!

Read today's tip or listen to it on podcast.

Published: Tuesday, June 1, 2021

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2021 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

4.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

5.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

6.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 

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