NZ call centers urged: customer care trumps service speed
AUCKLAND, NEW ZEALAND — A New Zealand call center industry group is urging contact centers to focus more on providing exceptional customer care rather than rushing caller interactions.
The Customer Contact Network New Zealand (CCNNZ) stated that most Kiwi customers don’t mind longer wait times as long as their issues are resolved and they feel genuinely listened to and cared for during conversations.
CCNNZ CEO Elias Kanaris added, “I think you will find that most New Zealanders are prepared to be on hold for longer, so long as their problem is resolved and the contact center operator listens, understands, and ultimately produces a solution.”
Kanaris argued that the common focus in call centers on efficiency metrics like average handling time can negatively impact customer experience. Rushed and stressed agents may seem impatient, struggle to listen properly, and lack empathy.
This harms customer loyalty, with studies showing poor treatment is the number one reason people stop buying from brands.
The industry group advises contact centers to shift focus from speed and efficiency gains to improving caring connections between staff and customers.
“We are encouraging the New Zealand contact center industry to shift from prioritizing speed to customer experience,” Kanaris stated.
The group added that this human-centric approach will likely boost customer satisfaction and improve engagement and retention among contact center staff.
