Building KiwiBank’s New Contact Centre from Scratch After the November 2016 Earthquake in Kaikoura

Building KiwiBank’s New Contact Centre from Scratch After the November 2016 Earthquake in Kaikoura

In this presentation from Customer Contact Centre Week 2018 Shona Raemaki, National Service Excellence Manager at Kiwibank explores;

  • How they managed a contact centre that went from 210 seats to 25 for 6 weeks after the earthquake
  • Creating a dedicated squad to work in conjunction with properties and contractors to ensure on-time delivery and installment
  • Hiring an additional 62 people from March to July by reducing speech competency and training them through highly frequent low complex calls

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