Christmas and New Year opening hours and pay dates
Our contact centre has reduced hours over the holiday season and weekly compensation payment dates may change due to public holidays.
See holiday hours and payment dates.
Smarter call handling building faster response times for you
In August we expanded our new call answering technology (Smart Interactive Voice Response) to capture ‘call intent’ when you contact us. ‘Call intent’ allows us to understand the reason for your call, so we can direct it to the right person, and keep you and your kiritaki (clients) from waiting on the phone. We’ve already seen positive impacts to call wait time as a result of this new system.
So far, we’ve used our new ‘call intent’ functionality on 230,000 calls. In just over a month, we’ve seen a ten second reduction in the average time to answer for providers (from 2:49 minutes to 2:35 minutes) and a reduction of over a minute for our kiritaki (from 3:56 minutes to 2:38 minutes).
Our abandon call rate has also dropped, from 10% to 9% for providers, and 18% to 12% for kiritaki.
As we develop this new system, we expect to see further reductions in wait time, call handling time, and abandoned calls, making it easier for you to work with us.
To help with this process, remember to use the correct number for providers - 0800 222 070 will get you the help you need faster.