Service NSW to make its contact centre operations ‘geographically agnostic’ – Cloud – Software

Assistance NSW is on the cusp of restructuring its make contact with centre functions to be “geographically agnostic”, believing the “old-school” make contact with centre product is expired.

Transformation supervisor Kiran Dhanasar explained to the Genesys G-Summit ANZ 2021 digital meeting that the agency’s make contact with centre now experienced “over 2000 team members” responding to more than 75,000 calls per day.

The company experienced now “moved [its] workforce to be a predominately function-from-property workforce in the past couple of many years,” Dhanasar stated.

But it is settling on a lengthier-time period functioning product that will ultimately enable team pick in which they function from, what shifts they choose, and even their places of topic subject and internal specialisation.

“What I’d really like to do – and what we’re doing the job toward in the make contact with centre in Assistance NSW – is being a geographically agnostic make contact with centre, in which our team members can pick to function-from-property but if a function-from-property atmosphere doesn’t match them they can pick 1 of our make contact with centre locations to move to and carry their units into people workstations, log in, and perform their day from there,” Dhanasar stated.

“We’re rather close to getting that method up and operating.”

Assistance NSW discovered previously this year that it is utilizing a Genesys Cloud CX platform to handle calls, texts and email inquiries from NSW citizens.

Dhanasar stated that critical functionality metrics and the centre’s workforce management methods were also undergoing adjustments.

“We’re shifting factors like our functionality indicators to be result oriented instead than the previous-university regular handle times and so forth,” he stated.

“We’re shifting our workforce management methods to be significantly far more adaptable and make it possible for team members to pick their shifts.

“We’ve found that the traditional, very strictly rostered make contact with centre is getting to be a issue of the earlier, as we require to accommodate people today balancing their function and their life all through a interval of extraordinary alter.”

Further transformation attempts focused on encouraging team to develop into topic subject authorities in their selected internal places of interest, and delivering them with understanding assets, resources and time to create that expertise.

Dhanasar stated that the company experienced been ready to handle amplified assistance desires in aspect by bringing in team from its shopfronts to handle calls and world wide web chats alternatively.

He also stated that client services team from Covid-strike industries such as journey, tourism and hospitality experienced joined Assistance NSW.