Customer Service Representatives handle calls up to 30% faster
Wellington, July, 2003 - Call monitoring technology developed by TeleTech New Zealand, a leading provider of customer
management solutions, is being used by The Interisland Line to collect precise information on why customers call,
allowing the ferry company to improve customer service and marketing programmes.
TeleTech's "Task Tracker" application records in detail the type, frequency and length of every call received by The
Interisland Line's reservations centre, enabling the prioritisation of resources to streamline call processes.
Information provided by Task Tracker led The Interisland Line realise that Customer Service Representatives were
spending a significant amount of time on some types of calls because there was no easy way to search for bookings
available against dates. This spurred The Interisland Line to develop its own web-based tool that allows staff to
instantly search available dates, enabling them to process calls up to 30% faster.
The breadth of information available through Task Tracker is extremely valuable to the ferry company and has already
been used to improve various aspects of its business operation.
"By recording what types of calls are received and how long each call takes, we gain more understanding of customers'
call behaviour and can allocate appropriate resources to provide better service," The Interisland Line Contract Manager
Anne Hardie said.
Ms Hardie gives the example of how Task Tracker has indicated that quite a few callers prefer to make bookings less than
one week in advance of travelling.
"This tells us that people are making last-minute decisions about travel arrangements. We can use this information to
implement short-term ad-hoc travel promotions to boost bookings at short notice and improve call handling," she said.
TeleTech New Zealand CEO Alex Broughton said Task Tracker was particularly attractive to customers because the
application could be customised for different businesses.
"This is a very advanced information gathering system which can be updated and adjusted for other businesses. We
developed this system to create greater insight for our clients of their customer interactions. Our Rapid Application
Development (RAD) process means that development time is very efficient and application changes can be made on an ad hoc
basis according to client requirements"
About TeleTech:
For twenty years, TeleTech has managed the customer experience for some of the world's largest enterprises. TeleTech's
innovative customer care services help companies acquire, serve, grow and retain customers throughout the entire
relationship lifecycle. TeleTech offers solutions to a variety of industries including financial services,
transportation, communications, government, healthcare and travel. With a presence that spans North America,
Asia-Pacific, Europe and Latin America, TeleTech provides comprehensive customer care services to global organizations.
Additional information on TeleTech can be found at www.teletech.com.