Channel strategy review
The New Zealand Customs Service receives a wide variety of calls from brokers, freight-forwarders, the public and other government departments concerned with border control. Customs was concerned that it had lost control of the manner in which callers interacted with them and that consequently the servicing of these callers fell short of expectations.
Voco:
- Facilitated an interactive workshop with NZ Customs staff from all customer contact points to identify the key needs of customers and the nature of the interactions between those parties and Customs people
- Developed an interaction model that illustrated the suitability of various contact channels (including telephone, web, email, and front counter) to the fulfilment needs of the interactions occurring on a day-to-day basis
- Provided recommendations for the optimum use of the contact channels available to NZ Customs
