Countdown to our new client

A new year and we have an exciting new client. There is much to do as we prepare to take the first calls in April. It sounds a long way off but experience has taught us the importance of good planning and preparation. We have our project team in place and they are busy working on our project plan. There is a great deal of system testing, process documentation, training plans, and quality frameworks to complete. The new job is complex and requires a great deal of value-add from our agents but that’s Pulse’s ‘point of difference’: bring it on.

It’s an exciting time, preparing for a new client, and once again our catch phrase is very apt: ‘We Become You’. Rather than simply taking the calls and passing them on to our client, the traditional call centre modus operandi, Pulse will step into the shoes of the client and take callers right through the initial consultation and quote process. Our New Zealand call centre agents will have access directly into our client’s complex CRM so we can capture the order details, discuss options with the callers, and complete the initial quote. This will provide a great deal of ‘value-add’ to our clients.

Fantastic 2013… bring on 2014

Another busy year has flown by – here at Pulse we took 145,000 calls and made almost 500,000 calls!! Our highlights were some very busy months with our call centres ‘full to bursting’ and also seeing our new Tauranga call centre go from strength to strength. We want to take this opportunity to thank the most important people: our wonderful clients and our very important customers on the end of the phones. It’s the real conversations we have with real people that make us a true contact centre. So, thank you, and we’re looking forward to an even bigger year in 2014.

Our call centre agents spent almost 1.5 million minutes on the phone and that was just dealing with inbound clients – we also spent a lot more time chatting with wonderful people through our outbound projects. It was huge year for our Key Research Group, winning the AUT Business School, Excellence in Business Supports Award and with their further expansion into the Australian market. As a call centre, we’re proud to be an important part of our larger organisation and can call ourselves truly trans-Tasman.

Our Call Centre Point of Difference

Quality is our point of difference; quality is our mantra. Oh yes, I hear you say, that’s such a common claim to make; however, at Pulse we put our debit cards where our mouths are: we put real targets in place for our teams, we support our teams to reach those targets, and then we think about what we can do better. That’s the key: being hungry to improve and maintain our point of difference. We’re so obsessed with quality that we’ve put our quality practices and benchmarks on our website for all the world to see… check them out.

Some websites love to have a lot of great sounding superlatives and extravagant claims. At Pulse we decided to include some detailed information about our call centre operations, using clear language and specific examples. We’ve added lots of detail around how we manage our call centre, how we maintain our high quality, and the call centre metrics we use for agents’ KPIs. We want to be transparent to both our existing and prospective customers so they know there is a well-run organisation behind their phone calls and customer contacts. Check out the details on our website pages: “Call Centre Quality” under “Why Choose Pulse”; “Call Centre Management” under “About Us”.

WINNER in the 2013 AUT Business School Excellence in Business Support Awards

The Key Research Group, including Pulse Business Solutions, has won a prestigious award at the 2013 AUT Business School Excellence in Business Support Awards. Key Research Group won the Crowe Horwath Business $5m-$10m turnover award, which is fantastic recognition of what our group has achieved over the past few years.

The AUT Business School Excellence in Business Support Awards recognise and celebrate organisations and individuals that deliver quality products and services to help small, medium and large businesses maximise their potential.

Dean of the AUT Business School Dr Geoff Perry says: “We congratulate all our winners and finalists who are doing a tremendous job delivering quality products and services to help New Zealand businesses maximise their potential. As a business school it’s important for us to celebrate the organisations that contribute to the economic development of our country.”

View all the results at the AUT awards website:

http://www.aut.ac.nz/study-at-aut/study-areas/business/aut-excellence-in-business-support-awards

Pulse welcomes the new Tauranga Call Centre Manager

Pulse is excited to welcome Megan Lacy as the new Manager of our Tauranga call centre. Megan brings a huge amount of call centre experience and we look forward to benefiting from her wealth of knowledge. Megan joins Pulse at an exciting time as we go from strength to strength with a number of exciting market research projects on the go.

Before joining Pulse, Megan ran her own consultancy business. She excelled at helping contact centres with operational reviews and road mapping, mentoring and project work across a number of centres throughout New Zealand. She has a great deal of experience in setting up call centres and project managing the implementation – something that will come in very handy as we expand our Tauranga call centre.

It’s also great to see that Megan is sharing her knowledge as a business mentor in Tauranga, as part of Business Mentors New Zealand. In fact, we are amazed that Megan still has time to devote to the Mt Mauganui Lifeguard Service, as a board member.

We’re very lucky to have someone of Megan’s experience, joining the Pulse team and we look forward to the exciting times ahead.

Finalist in the 2013 AUT Business School Excellence in Business Support Awards

The Key Research Group, including Pulse Business Solutions, has been selected as a finalist in the 2013 AUT Business School Excellence in Business Support Awards. Key Research Group is a finalist in the Business $5M – $10 M turnover category. This is a fantastic recognition of what our group has achieved over the past few years and inspires us to continue the great work that we do for our clients.

The AUT Business School Excellence in Business Support Awards recognise and celebrate organisations and individuals that deliver quality products and services to help small, medium and large businesses maximise their potential.

AUT Business School believes providing excellence in business support is pivotal in enhancing business excellence in New Zealand. With such support, organisations are able to become more competitive and more sustainable, improving their key points of difference – an important consideration in today’s ever-competitive business market.
The AUT Business School Supreme Award is chosen from the category winners. Previous Supreme Award winners include Michael Barnett, ONZM; The National Bank of New Zealand, Sir Stephen Tindall’s KEA (Kiwi Expats Abroad), Ministry of Economic Development and Designworks.

This is a great achievement in itself and we’re proud to have got this far; we will be doing our very best to submit a great final application.

Contact Centre that adds value

Pulse Business Solutions prides itself as a organisation that goes beyond the client’s expectations and looks for opportunities to add value. Recently, Pulse worked on a client’s database of 8,000 contacts; our simple brief was to follow up on a recent mail-out promotion. Not only did will fulfill the client’s expectations in verifying their contacts’ details but we also found ourselves to be a conduit for sales enquiries and product orders. Pulse quickly responded by “becoming our client” and collecting enquiries and orders. These were then promptly funneled back to the client to action. It was an extremely successful project – just another example of our philosophy to add value wherever possible for our clients.

New Look Website

Welcome to Pulse’s new look website. We are refreshing our call centre services and it is fitting that a newly refreshed website signals the launch of that process. We still have the same determination to exceed our customers’ expectations and the clear Kiwi voices on the end of the phone. We will still strive to delight our clients’ customers