Contact centre rings up national award
The Contact Centre team of Northern Australian Services, in an innovative partnership with Mackay Regional Council, Queensland, has been named Best in its Class in Australia.
The team won the national honour at the IQPC (International Quality and Productivity Centre) Best Contact Centre 2018 Awards on the Gold Coast recently.
It won the award for contact centres with 99 full-time employees or less.
Council CEO Craig Doyle said the national award was well deserved for the team, which had 22 full-time equivalent staff and three management and support positions.
He said the team formed Council’s Shared Services Centre and also provided external services as Northern Australian Services.
“The team has achieved extremely high customer service satisfaction ratings while managing increases in call volumes.
“The Contact Centre received nearly 85,000 calls in 2017, up from just over 79,600 two years ago, and deals with about 30,000 emails a year.
“They regularly achieve customer service satisfaction ratings of around 94 per cent while handling this workload.”
Mr Doyle said the team’s culture, service and use of technology helped it secure the national award.