Call Centres Boost Tech Base for Greater Service Delivery

Oct. 7, 2009 - PRLog -- Call Centres Boost Tech Base for Greater Service Delivery
Sydney, Australia. October 2009

Contact centres are key instruments in the information delivery units for government organisations. In the current environment, contact centre professionals have to tackle large call volumes with callers expressing high levels of stress.

The Australian Taxation Office, which fields around 10 million calls annually, utilises various telephone and internet systems to better service their customers.

“We use the traditional channels – phone, internet, and mail. We are also stepping into alternate channels like SMS for client reminders. We’ve recently introduced auto call back service – whereby a customer can hold their place in the cue, and an operator will call them back as soon as possible. This has been very well received by our clients (the community) and by the media.”

Jane King, Deputy Commissioner of Client Contact at the Australian Taxation Office, admits the ‘rendezvous’ system forclient call back was a substantial challenge, “I believe this deployment is one of the largest in the world, so it really has been a complex to get this up and running, but it really has served its purpose very well”, she said.

Hence, Technology plays a critical role in the serviceability and reliability of Government Contact Centres.

Australia Post will soon upgrade its call centre system to reduce call waiting times, improve accuracy of information and increase efficiency through consistent national processes. The innovation in technology is to replace outdated systems and handle growing call volumes to the call centre into the future. Last year Australia Post received six million calls to their parcel tracking hotline.

IQPC Australia’s Government Contact Centre Focus Day will showcase technology-based case studies, from leading companies in the government contact centre field including Australia Post, as well as the Fair Work Ombudsman, Land & Property Management Authority, and NSW Government procurement. Suitable for contact centre, IT and customer channel managers alike, this is the opportunity to network with industry
experts. Drive innovation and change, to benefit your customers.

For more information, to request a brochure, or to register, visit http://www.gcctechfocus.com.au or call Will Carter from IQPC enquiries on +61 2 9229 1067.

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IQPC provides business executives with tailored practical conferences, large scale events, topical seminars and in-house training programs, keeping them up-to-date with industry trends, technological developments and the regulatory landscape.