Sitel Corp. expanded its four-year contract with Genesis Power yesterday to provide teleservices for New Zealand's state-owned electricity provider's utility customers.
The teleservices agency will provide customer support, billing and financial management services to an additional 290,000 Genesis Power commercial and residential customers. At the start of the contract in April, Sitel served 160,000 Genesis Power customers, using its contact center in Hamilton, New Zealand.
Genesis Power recently acquired the additional customers from Natural Gas Corporations Holdings Ltd., a New Zealand energy company. Sitel's Hamilton contact center will take over for three NGC inhouse call centers that previously served the customers.
As a result of the contract expansion, Sitel will increase the number of customer service representatives working on the Genesis Power contract from 90 to 260. Sitel uses phone, fax, traditional mail, e-mail and interactive voice response communications in providing service for Genesis Power customers.
Sitel operates 72 contact centers in 19 countries. It employs about 500 people in New Zealand.