Severe weather impact on Managed Customer Centre (MCC),

15 August 2011

The severe weather event affecting the South Island and Lower North Island has increased demand for our services and affected the ability of our South Island team to travel to work today.

Our Christchurch site is closed today and we have invoked our Managed Customer Centre (MCC) Business Continuity Plan.   All client calls to MCC are being diverted to our Auckland contact centre as per the BCP. 

As a result, there may be delays in our ability to answer client calls and activate requests.

We have expanded our service desk resources to meet the overall increase in demand. Client calls and requirements are being handled by teams nationwide, who are working with our Christchurch team to manage incident cases remotely.

We are updating our Service Delivery Managers (SDMs) via our normal incident notification processes.  We have a recorded message activated across all MCC queues to advise clients of the situation. 

We ask for your patience as we prioritise activity and work through the increased demand for services due to the extreme weather conditions.

We will continue to review our processes as the weather situation continues and will keep this page updated on any changes.

If you have any questions, please contact your Gen-i client manager or service delivery contact.