NZ benefits seal decision on call site

By Yoke Har Lee

Seattle-based tour operator Abel Tasman Tours' choice of Auckland in which to locate a 10-seat call centre, could provide shades of things to come.

David Rowell, chief executive of Abel Tasman Tours, told the Business Herald that New Zealand had pipped Australia and possibly Ireland as the company's first test site because of its low cost, its efficient telephony service and competitive data service.

"We are one of a small group of users who are testing and evaluating a new release of a new type of phone system - instead of being a traditional dedicated-type phone system, it runs off the same computers and networking as the rest of our business activities do," Mr Rowell said.

"It is very closely integrated in all aspects of our operation and with our other office in Seattle, and is a key part of making the whole project viable."

If all goes well with the technology and Abel Tasman Tours is able to "template" the success, it may start offering its service from New Zealand to other call centres in the United States that need to expand, Mr Rowell added.

From a business point of view, one of the greatest benefits for Abel Tasman Tours, which sells Pacific tours out of the US, is the marginal cost of an extra staff member in NZ: approximately half that in Seattle.

"This means we can staff ahead and in advance of our actual needs, and, sort of like Field of Dreams, if we have more staff, then that allows us to answer calls more quickly, provide services more helpfully and completely, convert more calls. The additional business follows as a natural result of the extra staff-in-hand to attend to it."

He was full of praise for the New Zealand Trade Development Board, which he said had staff whose service more than made up for the lack of incentives to do business in New Zealand.

For Trade NZ's investment consultant, Dr Hanna Frederick, the clinching Abel Tasman Tours' business is a major step for New Zealand service providers targeting call centre business.