Napier City Council (NCC) requires a remote after hours call centre (Call Centre) to handle enquiries coming via phone, social media, and SCADA outside of operational hours. This will allow NCC to have 24-hour, 7 day per week coverage for our customers.

The Call Centre will support NCC’s Customer Care Team by providing excellent out of hours customer services, directing our customers to other agencies or internal experts where urgent, as well as reporting back within business hours to our day-to-day services for follow up.

We require an existing Call Centre that also has the ability to keep statistics on our calls and reporting back on volumes, wait times, abandoned calls, and categories to meet our Key Performance Indicators (KPI).