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News : Working Remotely Takes Off at Contact Energy

#contactcenterworld

Dunedin, New Zealand, Jan 5, 2021 -- From February, Contact Energy will significantly reduce the amount of office space it takes in Dunedin as it allows its call centre staff to "work from anywhere".

Contact said it successfully trialled ways of working away from the office before, during and after the Covid-19 lockdown earlier in the year and staff have started to clearly prefer working remotely.

In Dunedin and Levin where the company has its customer call centres, with 140 staff in Dunedin, the company adopted a "three weeks from anywhere plus one week in the office" arrangement several months ago and it was going very well, Contact communications spokesman Paul Ford said.

As a result, the company will reduce its office space on Halsey St from next month.

"Before lockdown almost 100% worked from the office but these days around 25% of those people are working in the office, and the other 75% are working elsewhere and only in the office from time to time," Mr Ford said.

Staff surveys and feedback showed most workers at Contact preferred the flexibility of working away from the office.

"We want to bottle those benefits and embrace the change from working primarily in the office to permanently ‘working from anywhere’ and we have been cracking on with it," Mr Ford said.

The company was permanently changing the way its staff worked and there was no plan to go back to everyone working from the office any time soon, Mr Ford said.

There were financial, productivity, health and work/life benefits that came from having a flexible working arrangement, he said.

"And for Contact, the anticipated benefits include happier and more engaged people, a greater talent pool, a more mobile and tech-savvy workforce, plus reduced property costs and a smaller carbon footprint."

There were some staff, such as technical workers at power stations, who were not able to do those jobs from home.

The company also moved from its 100-desk Auckland office to a smaller operation in the Generator shared space at Wynyard Quarter.

In Wellington, Contact has reduced its space from four floors to a single floor and reconfigured the area to allow for various types of work.

#contactcenterworld

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


Today's Tip of the Day - 100% Recording

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

Published: Thursday, January 7, 2021

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2024 Buyers Guide Consultancies

 
1.) 
Mpathy Plus

Mpathy Plus transform service, improve performance and provide operational support. We work in all areas of customer service and contact centres from initial strategy, feasibility studies, business cases, project management through to operational reviews, resource planning etc. We are independent and have vast experience of implementing, managing and changing contact centres and the customer experience.

2.) 
PCA Advisors Ltd

Contact Center Sales - growth and marketing strategies
I work with contact centers to position their companies to take advantage of opportunities that exist for them. We also work with their existing sales team to improve their communication and hunting skills. 'Growth' is our greatest ability.

3.) 
Vads

PT VADS Indonesia provides consultancies with trainers, modules, a development programs for individuals and/or teams. Types of consultancies provided by PT VADS: Knowledge Process, Transformation Consultancy, Customer Services, Contact Center, Leadership, Interpersonal Development, Motivation, Training for Trainers and Digital Marketing.

4.) 
SCC Services Group

Contact Center Operations Performance Management
In today’s competitive business environment, contact center and marketing professionals are constantly challenged to manage a growing business, achieve superior performance levels and at times are asked to support services and products that are becoming more complex.

Faced with this reality, the consulting disciplines that SCC Services Group focuses on are operations management and service delivery excellence in the customer service, contact center and brand marketing arenas.

Our consulting practice puts emphasis on:

- Contact Center Operational Assessments
- Human Capital Management
- Organizational Structure
- Brand Marketing
- Strategic Planning
- Sales and Customer Care Tra...
(read more)

5.) 
The Taylor Reach Group

Established in 2003, The Taylor Reach Group is an award winning, call, contact centre and customer experience consulting and advisory firm. The company is based in Toronto and has offices in New York, Atlanta, Washington, Ottawa, London, Bangalore, Hong Kong and Beijing. We are vendor agnostic and do not partner with technology or outsource agencies. The only one who pays us are our clients. Each of our consultants possess a minimum of 20 years of ‘hands-on’ call/contact center operational management experience. We do not sell the pyramid, the seasoned experts you deal with through the sales process are the same people who will complete your project.
Taylor Reach has worked with contact cen...
(read more)
 

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