Q: Have you registered for the launch of 2008 Australia Contact Centre Industry Benchmarking report?

A: If you haven't already, you can still do so by clicking the link below. Zintel are again the sponsors for the 2008 Australia & New Zealand Contact Centre Industry Benchmarking report presented by Dr Catriona Wallace. These Industry Benchmarking reports are the most comprehensive, the most widely used, and the most frequently cited contact centre industry benchmarking reports. The 2008 report will provide detailed information to enable you to better manage your contact centre. Events will be held in Sydney (3/9/08) Melbourne (5/09/08) and Auckland (9/09/08). Click here for more information.

Q: Can I request my answerpoint changes online?

A: Yes you can. You can log your answerpoint change requests, and any other service requests, via the Zintel customer portal. As well as the convenience of being able to request changes online, it provides a mechanism to track the status of your request, and a history of activity. Customers already using the portal have also told us not having to fill in/fax/file paperwork is an added bonus. If you haven't already, register for a login now. If you want to find out more about how it works, you can call your account manager on 1800 946 835. Kim

Q: What is postcode prompter?

A: Postcode prompter is a new routing tool that lets your customers decide where they want their call to go, by entering the postcode of the location they are after. An additional benefit is that the routing for fixed and mobiles is handled in the same way. Postcode prompter, at $375 per month, is a really effective way to manage your call distribution. Find out more about
postcode prompter

Q: I want to set up an emergency diversion plan, what is available?

A: Often it is the last thing that you think about, but what would happen to your calls if your phone lines go down? We have an emergency diversion facility for our customers, which is $100 setup and $50 per month. In the event of an emergency we are able to transfer your calls to the alternative setup within minutes.

Q: How do I know whether there is a network outage?

A: There are several ways you can receive advice on the status of the network. You can login and find out the current status of the network at the Zintel customer service centre. And you can also register to receive alerts of network outages via SMS or email. Register now. We are always looking for ways to improve our communication with our customers, so I am interested in hearing from you with other suggestions. Kim

Q: What is this?

A: Welcome to elucidation now! This blog is to keep Zintel customers up-to-date with product developments, tools and tips, and case studies. While simple in design, it is a way that we can let you know what is happening, as it happens. I will still be sending out our email newsletter, by request, each quarter. Register to receive elucidation by email. Content will be driven by the your requests. So let me know your suggestions on what you would like to be reading, or send me your burning questions and I will endeavour to get your the answers. Have a great day. Kim