New Zealand: Computer woes hurt TransAlta

by Yvonne Martin

A new computer system being phased in at the Christchurch-based call centre of electricity retailer TransAlta is causing havoc for callers and staff.

TransAlta, the owner of Southpower, is setting up a call centre in Sydenham to handle national calls, and closing down regional call centres in Auckland and Wellington.

However, it has already struck serious problems with its call traffic from Wellington, the first region to go on-line under the new system.

A staff member, who did not want to be identified for fear of losing his job, said the new system was much slower, more complex, and difficult to grasp.

For example, it once took six steps to input a customer's latest meter reading and update their accounts. The new system took 45 movements to input the reading and a similar number of steps to update accounts.

"It's taking about 10 times as long and they are trying to put pressure on call-centre staff to answer more calls a day," he said.

"We used to answer 120 or more calls a day. Now you're doing pretty well to do 30 or 40."

Staff had quit or transferred from the call centre, which employs about 120 people, because of stress and frustration, said the worker. Many more were on the verge of leaving. "I know of people going home at night, bawling their eyes out," he said.

Wellington customers could wait 14 minutes for their phone calls to be answered. Only about one in three Wellington calls were being picked up by the call centre before disgruntled callers hung up, said the staff member. Queries were taking up to several hours to resolve through the laboured computer system, while calls stacked up.

TransAlta aimed to answer 80 per cent of calls within 20 seconds and resolve each call within five minutes. Meanwhile, Christchurch calls were being resolved in two to three minutes under the old system.

TransAlta's new external relations general manager, Mervyn English, said the company was concerned for its staff and customers during the difficult transition phase of amalgamating three computer systems.

"We've built a whole new call system aimed at improving service for customers," he said.

"The difficult thing for us is that while you are dealing with that transition, customers and your staff get frustrated and we just have to persist through that."

Extra training would be provided for staff to deal with the more complex system, said Mr English.

Christchurch is expected to go onto the new system soon, after Auckland.

http://www.press.co.nz/2000/15/000415l05.htm

-- Carl Jenkins (Somewherepress@aol.com), April 15, 2000