Consolidate international call centres, improve information self service
Tourism New Zealand wished to improve the overall effectiveness of telephone based information provision to tourists considering travelling to New Zealand. Any enhancements had to work in conjunction with their award winning web site www.purenz.com .
Voco:
- Developed the sizing models for a consolidated operation including in-house vs. outsourced options
- Developed the overall vision for the telephone based information service, and developed the RFP for an NZ based outsourced operation
- Provided best practice design input into call flows
- Managed the selection of the New Zealand outsource provider and provided input into implementation
