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ARC contact centre scoops awards
ARC contact centre scoops awards
29 June 2009
The Auckland Regional Council’s contact centre offers a world class service – it’s official!
At the recent Contact Centre World Asia Pacific finals the Auckland Regional Council’s (ARC) team scooped second place in the Best Contact Centre category, first place in Contact Centre Recruitment Campaigns and its manager, Jason Hallam, was runner up in the Best Contact Centre Leader category.
"The annual awards identify the world’s top-performing contact centres," says Jason Hallam, group manager of the contact centre.
"To make the finals, you have to prove your contact centre is one of the best.”
"The judges probed pretty deeply, asking questions about how we recruit, develop and motivate staff and they required detailed information about our strategy, leadership style and the work environment.”
The ARC contact centre was the only New Zealand team to make the finals.
On a daily basis, ARC staff answer a range of queries; everything from air pollution incidents to walking tracks on regional parks. The centre also provides the MAXX public transport information service on behalf of the Auckland Regional Transport Authority.
"They’re such a great team. I was so proud to represent them at the World Awards, and when it was my turn to present, I took every opportunity to sing their praises,” says Mr Hallam.
The contact centre has been through huge changes including a relocation, brand new technology and expansion of its services. Consultation with customers, employees and business partners, hard work and determination has gone into building this high-performing and highly engaged team.
“The accolades the ARC contact centre receives internally and externally from customers are greater in number and strength than I have ever witnessed in a contact centre. So I believe the ARC’s contact centre and everyone who has contributed to making it what it is today, are worthy of worldwide industry recognition,” says Mr Hallam.
The competition is run by Contact Centre World. It is internationally renowned as one of the industry’s leading professional bodies.
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