Megan Lacy
Hamilton woman takes TUANZ reins

A business’s contact centre “oozes with information” and is one of its most “vital strategic tools,” says newly appointed chairperson of TUANZ (Telecommunications User Association of New Zealand) Contact Centre Committee, Megan Lacy.

TUANZ is a national not-for-profit organisation, with more than 500 corporate members, which promotes the needs of end-users of telecommunications in New Zealand.

Megan Lacy, from Hamilton, has worked in the telecommunications user industry for 14 years and for the past four has been based at LIC’s (Livestock Improvement Corporation) head office in Newstead as its Contact Centre Manager.

"Thrilled, honoured and humbled” are words Megan Lacy uses to describe the opportunity to represent TUANZ as contact centre chairperson, saying that during her two-year term she wants to help “revitalise the perception of the contact centre industry.

“Together TUANZ members have the opportunity to network, develop tools and skills and share knowledge,” said Megan. “These we can all take back to our contact centres.”

The past 15-years have seen many changes within the contact centre industry.

“There's an appreciation for the skill-sets in successful contact centres," Megan says. "Contact centres are the first point of contact for customers, calls are task orientated and centres seamlessly deliver on promises.

“It's important that a corporate business realises, values and utilises its contact centre as an integral part of its organization, vital to its operations and as a customer focused business unit delivering customer satisfaction.

“Days are long gone when working in a contact centre meant 'just' answering the phone. These are literally communication hubs - the centre of the business - with a diverse range of skill and knowledge which is put to use for customer and company benefit."

TUANZ chief executive Ernie Newman says he is thrilled Megan Lacy has accepted the role of chairperson.

“Megan has been a strong participant in TUANZ professional development events for contact centre managers for several years,” said Mr Newman.

“She has impressive leadership skills and maturity that will be a real asset to TUANZ.”

Ms Lacy took up the reins of leading the TUANZ contact centre committee last month.