Kiwibank to get VoIP phones

Kiwibank is in the process of converting its contact centre to voice over IP technology, which Wellington-based manager Chris Sturgeon says will provide “endless opportunity” for new functionality.

The Cisco system is being implemented by Telecom and will take Kiwibank from a “first-generation” centre — using a Nortel Meridian PBX — to “third-generation”, Sturgeon says.

“It’s a full CTI [computer-telephony integration] solution,” he says, which will enable IP-based telephone banking.

Sturgeon says people are the key to a successful centre.

“People are absolutely everything,” says the former National Bank contact centre manager.

His formula for getting the best from them is to provide a fun environment to foster an energetic and enthusiastic attitude to the job.

He appears to get results: staff turnover at the Kiwibank centre is 9%, compared to an industry average in the mid-20s, Sturgeon says. The centre handles about 3000 calls a day.

The New Zealand Ministry of Health, meantime, will consider VoIP for its new Healthline phone service.

The national service will be staffed by nurses, who will answer callers’ health-related questions. Project manager Karin Bowen says the MoH has invited potential suppliers to propose solutions that will handle up to 400,000 calls a year. Proposals will include call handling capabilities integrated with a suitable medical knowledge base.

The system, whose budget she won’t reveal, is intended to be operating by the first half of next year.

Join the newsletter!


Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more.

Membership is free, and your security and privacy remain protected. View our privacy policy before signing up.

Error: Please check your email address.

More about Meridian

Show Comments