Tuesday, March 1, 2011

World Class in New Zealand - and Australia

Telnet is taking on Australia with its recognition as the first New Zealand, privately owned call centre to achieve accreditation with an Australian contact centre industry association.

Australian Teleservices Association CEO Michael Meredith visited Telnet in February to award accreditation.

The association, also known as ATA is the premier professional body for the Call and Contact Centre Industry and the pre-eminent call centre association within Australia.

I see this as a huge step toward raising Telnet’s profile.

The Centre Standards and Accreditation Programme status provides call centre companies with a performance management framework in areas of training and development, process, customer service, technology and people management.

The programme has a framework of guidelines, processes and disciplines that focus on key aspects of contact centre business and provides public recognition of centres that operate at a high level.

It is part of a plan to grow Telnet within Australasia. In the past year, Telnet has grown with a number of new clients signing up, including Greenstone Energy, which previously outsourced to the Philippines.

The CCSA programme is the benchmark for the industry in Australia. It announces to the business community that the call centre is prepared not only to meet its needs, but also exceed them.

And the Bronze accreditation is only the tip of the iceberg. The accreditation is a validation of our effort and commitment. We have now set our sights on Silver status in two years’ time.

Mr Meredith says he is delighted to see how the CCSA programme translates in the New Zealand marketplace.

He says Australian and New Zealand contact centres operate at a world-class level and the value of the formal attainment of operational excellence is gaining in importance in the industry.

John Chetwynd

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