“We want you — our customers, whether you are from a tertiary education organisation (TEO), you’re a learner, or an employer, to have a good experience with TEC, and to be served well when you come to us,” says Gillian Dudgeon, TEC’s Deputy Chief Executive, Delivery.

Among the features of the new system is the ability to automatically direct enquiries to the most appropriate TEC customer contact group member who has the knowledge to respond to your enquiry. The aim of the feature is to direct you to the right person (known as skills-based routing), to help ensure you, our customer, gets the right answer to your enquiry the first time you contact us.

“When you contact us, you will notice some changes, including being asked some questions up front to help us know the subject you are calling about,” says Ms Dudgeon. “This will then allow us to direct you to the right person who can give you the information you are looking for,” she adds.

Ms Dudgeon says giving staff access to this new technology is a critical piece of supporting TEC’s broader commitment to providing a high-standard of consistent and accurate customer service.

Contact us on customerservice@tec.govt.nz or 0800 601 301, we are here to help!