Service NSW is on the cusp of restructuring its contact centre operations to be “geographically agnostic”, believing the “old-school” contact centre product is expired.
Transformation manager Kiran Dhanasar told the Genesys G-Summit ANZ 2021 virtual conference that the agency’s contact centre now experienced “over 2000 staff members” responding to in excess of seventy five,000 phone calls per day.
The agency experienced previously “moved [its] workforce to be a predominately work-from-property workforce in the final pair of decades,” Dhanasar claimed.
But it is settling on a longer-expression running product that will ultimately permit staff select exactly where they work from, what shifts they take, and even their spots of topic make any difference and inside specialisation.
“What I’d like to do – and what we’re performing in direction of in the contact centre in Service NSW – is staying a geographically agnostic contact centre, exactly where our staff associates can select to work-from-property but if a work-from-property setting doesn’t accommodate them they can select one particular of our contact centre places to shift to and provide their devices into people workstations, log in, and conduct their day from there,” Dhanasar claimed.
“We’re really close to getting that process up and functioning.”
Service NSW exposed before this calendar year that it is using a Genesys Cloud CX platform to manage phone calls, texts and electronic mail inquiries from NSW citizens.
Dhanasar claimed that important effectiveness metrics and the centre’s workforce administration units were being also undergoing alterations.
“We’re switching points like our effectiveness indicators to be result oriented relatively than the outdated-university average manage instances etc,” he claimed.
“We’re switching our workforce administration units to be significantly a lot more adaptable and let staff associates to select their shifts.
“We’ve uncovered that the classic, really strictly rostered contact centre is getting to be a detail of the previous, as we require to accommodate people balancing their work and their lives throughout a period of time of remarkable transform.”
Even further transformation efforts centered on helping staff to grow to be topic make any difference experts in their decided on inside spots of curiosity, and offering them with learning means, tools and time to create that knowledge.
Dhanasar claimed that the agency experienced been equipped to manage elevated assistance demands in portion by bringing in staff from its shopfronts to manage phone calls and world-wide-web chats instead.
He also claimed that customer assistance staff from Covid-hit industries this kind of as journey, tourism and hospitality experienced joined Service NSW.