“I take my hat off to Spark – it was such a big project and I didn’t expect the switch from our old to our new contact centre solution to run all so smoothly.”
Andrea McKenzie, Group Manager – Customer Contact, Auckland Transport
With the population of Auckland set to rise by another million over the next 30 years, Auckland Transport is making some bold changes to the regions transport infrastructure and services to counteract the growing traffic congestion problem facing Aucklanders.
As it introduces more frequent and connected bus, train and ferry travel there will be new ticketing, fares, timetables and connections that customers will need assistance on.
Customer-friendly contact centre The organisation recognises how instrumental its contact centre will be in supporting Aucklanders through such change and has upgraded its out-of-date and unsupported contact centre solution to one that would not only help it respond more efficiently to its thousands of daily customer enquiries, but also operate with more agility as it scales.
Multi-method communications Soon the organisation will route all of its written enquiries through its new contact centre like its voice enquiries, meaning customers who choose to communicate in this way will receive a much faster response and a better level of service.
Also in its sights is automating IVR, email and SMS outbound campaigns and centralising social media through its new contact centre - Auckland Transport says it appreciates it must adapt to the changing way customers wish to interact.