Drake New Zealand joins the Contact Centre industry to bolster workforce capability
The Contact Centre Institute of New Zealand (CCiNZ) has announced today that they have signed Drake New Zealand as Gold Sponsor of the Institute, putting its weight behind the New Zealand contact centre industry.
“We are proud to have aligned ourselves with a credible organisation such as CCINZ,” says Suzanne Pratley, Drake’s Contact Centre Specialist. “The sponsorship continues our commitment to pioneering industry best practice and being part of developing a credible workforce for the New Zealand Contact Centre industry”.
The industry is estimated at employing around 30,000 people in New Zealand and experienced four percent growth in 2010. Staff turnover is high, with an average of twenty percent for full-time Contact Centre agents.
Eighteen percent of contact centres surveyed in 2010 named employee growth and retention as their top revenue generating strategy for the following year, taking priority over customer, product or technical initiatives.
“Effective selection, training and management of employees are significant focus areas for our members,” says CCiNZ Chair Kathryn Starr. “We’re delighted to have secured a strategic partnership with Drake to leverage their expertise in these areas.”
Starr says that CCiNZ has been receiving unprecedented interest from recruitment companies in the last six months, who are trying to increase their share of the recruitment market in the Contact Centre industry.
“When other businesses have slowed or stopped recruiting, the Contact Centre industry continues to recruit high numbers to replace employees who, perhaps, work with us off-season or need short-term employment options.”
Starr says that it carefully considered the needs of members and has chosen to partner with Drake, who can provide support across all areas of people and capability needs.
Drake has been in New Zealand for over 40 years and says it is one of New Zealand’s leading human resources consulting and recruitment companies. They focus on driving organisational effectiveness and business improvement through people and technology.
“We have expanded our operations from purely recruitment to other human resource consultancy services,” says Pratley. This includes churn-reduction psychometrics, speed-of-response and talent-capture methodologies. We also have specific experience within the Contact Centre industry. ”
Drake New Zealand is part of the Drake International brand and has offices located across New Zealand.
“Our national contact centre recruitment divisions are an extension of our core brand and our team is innovative, full of energy and committed to changing lives and careers of New Zealanders,” says Pratley.
CCiNZ is New Zealand’s only Contact Centre-focused professional body and was established in 2009 by Contact Centre professionals to provide support to the complexities of Contact Centre Management. CCiNZ is still run by Contact Centre professionals today.
The partnership between CCiNZ and Drake New Zealand begins from 5 December 2011 and will run for at least twelve months.
For more information, contact:
Kathryn Starr (Chair)
Contact Centre Institute of New Zealand (CCiNZ)
Phone 027 226 9410
Email info@ccinz.org.nz
Suzanne Pratley
Drake New Zealand
Phone 027 596 3663
Email suzanne@nz.drakeintl.com
