News


Enabling staff to engage through a Community platform

How do you value your Helpdesk or contact centre staff’s time? Asking service representatives to handle the simplest to the most complex issues is costly because there are many more simple interactions than complex ones. Finding an alternative to agent-assisted interactions on every occasion is ...

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Amway New Zealand signs injixo Workforce Management solution

24 April 2015, Auckland. Amway New Zealand's Regional Contact Centre has chosen injixo the cloud-based global Workforce Management service for its WFM solution. injixo is represented in New Zealand and Australia by Great Outcomes Ltd, and Director Giles Potter said; “injixo’s solution will create significant service and staffing efficiencies for Amway New Zealand, increasing productivity in the entire Regional Contact Centre operation”. Simon Bennett, Senior Manager of Amway New Zealand said; “As Amway’s business has become more complex with multi-chan...

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Fixing Call Peaks and Abandonment

Low service levels at peak times is costly for everyone, and doesn't have to be taken for granted.  Finding approaches for raising call answer rates, reducing abandonment, and reducing staff stress is possible. Great Outcomes recently worked with Housing NZ Corporation to reduce call peaks, and here's what Julia Wootton, National Manager Contact Centres said about working with us:  "I am really happy with the quality of the analysis you provided. My confidence is a reflection of the level of effort you put into understanding our business so that your recommendations ...

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Call Resolution Rates

A popular topic with Contact Centre Managers is First Call Resolution, yet many say they are not sure how to measure it or how to gain lasting improvements. Rather than attempting to estimate your resolution rate by complicated deduction methods such as the number of retries from the same customer per day, it is better to go directly to the customer and ask them; "Has your enquiry been fully resolved today?" Establishing a post-call survey is less difficult than you think.  You don't need to engage another team in your organisation. Why allow your Marketing or Commun...

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Stuck on Research?

Great Outcomes has been engaged by clients to do extensive research projects in different customer service environments. Based on this experience we have critically analysed two methods to help clients choose the best customer service research method to suit their needs. A larger customer service environment used the mystery shopping method. This required anonymous individuals completing a customer service interaction, and asking questions assigned by us. The individuals then filled out a survey form including both quantitative and qualitative data based on their ...

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Preparing for 2015?

At this time of year you could be forgiven for wanting to think about your summer break ahead and all that involves.  However, when New Year rolls in that will start a number of considerations that you probably should be preparing for now, such as: Staff back-up for the New Year and summer holiday period Your roster schedules are probably finished, with New Year’s leave long confirmed.  Theoretically there’ll be adequate staffing throughout, but what plans are in place to respond if it’s inadequate staff cover?  How your team responds to service demands ...

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