Staff want more carrot, less bunny says MP

"I've created an atmosphere where I'm a friend first, boss second. Probably entertainer third."

While the words are from David Brent, of television's The Office, they could as easily have come from an ACC call centre manager.

Or so National MP Katherine Rich thought this week, when ACC chief executive Garry Wilson told a parliamentary select committee about the call centre manager who donned a bunny costume to cheer up staff. In echoes of Brent's outing in an ostrich suit, the eager leader strode through the office, distributing chocolate eggs.

"It could have easily been a scene out of The Office," said Mrs Rich.

She said Mr Wilson's evidence of 25 per cent staff turnover showed there were serious problems in ACC call centres.

"Bunny suits aren't the answer. Pay, conditions, competent management - that's what matters to people."

Mr Wilson, who didn't want to be interviewed about the bunny suit, said in a statement: "We want our staff to enjoy their jobs as much as possible, and anything reasonable that improves productivity and customer service will be encouraged."

Or, as Brent said: "Put the key of despair into the lock of apathy. Turn the knob of mediocrity slowly and open the gates of despondency - welcome to a day in the average office."

Mr Wilson said the way individual managers motivated their staff was up to them. Call centre work imposed "unique" demands and staff were encouraged to engage in work-related social activities for motivation and job stress relief.

Mr Wilson's statement said The "buoyant economy" made it difficult to attract and retain quality call centre staff.

"We want staff to enjoy their jobs and anything reasonable that improves productivity and customer service will be encouraged."

- HERALD ON SUNDAY