TelstraClear has won the contract to standardise Auckland Council’s call centres, it was announced yesterday.
The contract is intended to bring together the customer call centre operations from the eight councils that were amalgamated to form the Auckland Council two years ago.
“The systems we inherited at the time of amalgamation no longer serve an organisation of Auckland Council’s size and we will replace it with a single cost-effective model that’ll serve our needs for years,” says manager of customer services Nigel King.
The council estimates that “investing in this call centre solution will have an overall benefit of $7.3 million as well as making its customer contact systems more efficient.”
Computerworld asked how much the contract is worth but has been told this is commercially sensitive information.
In a Request for Expression of Interest for a city-wide contact centre operation released by the council in December 2011, it said there were three core call centre platforms at Grey's Ave, Henderson and Manukau, each with intelligent links to the Cisco Unified Contact Centre Enterprise hosted by Gen-i. Telephony in eight contact centres located around Auckland was supplied by Nortel, Ericsson, Cisco and Avaya.
The document also said it is expected around 300 agents will work in contact centres around the city, handling an annual volume of work that includes:
- around 3 million calls to the call centre team
- 164,274 written contacts to the written communication team
- 77, 235 calls to IS Service Desk.
In a statement welcoming the deal, TelstraClear notes that it was bought by Vodafone last month and that Vodafone has been delivering mobile voice and data services to the council for two years. “When added to the call centre partnership, Auckland Council is enjoying the benefits of TelstraClear and Vodafone combined.”