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

Company NSW is on the cusp of restructuring its contact centre operations to be “geographically agnostic”, believing the “old-school” contact centre model is expired.

Transformation supervisor Kiran Dhanasar informed the Genesys G-Summit ANZ 2021 digital convention that the agency’s contact centre now experienced “over 2000 staff members” responding to around 75,000 calls per working day.

The company experienced now “moved [its] workforce to be a predominately do the job-from-house workforce in the past few of decades,” Dhanasar claimed.

But it is settling on a extended-term working model that will finally permit staff choose the place they do the job from, what shifts they take, and even their regions of subject make any difference and inside specialisation.

“What I’d adore to do – and what we’re working in the direction of in the contact centre in Company NSW – is staying a geographically agnostic contact centre, the place our staff customers can choose to do the job-from-house but if a do the job-from-house ecosystem does not fit them they can choose one particular of our contact centre spots to go to and convey their units into those people workstations, log in, and execute their working day from there,” Dhanasar claimed.

“We’re really near to getting that procedure up and jogging.”

Company NSW exposed previously this calendar year that it is working with a Genesys Cloud CX platform to deal with calls, texts and electronic mail inquiries from NSW citizens.

Dhanasar claimed that essential efficiency metrics and the centre’s workforce management programs were being also undergoing modifications.

“We’re shifting things like our efficiency indicators to be consequence oriented relatively than the previous-faculty regular deal with instances etc,” he claimed.

“We’re shifting our workforce management programs to be a lot extra flexible and make it possible for staff customers to choose their shifts.

“We’ve found that the common, incredibly strictly rostered contact centre is starting to be a detail of the previous, as we will need to accommodate people today balancing their do the job and their lives in the course of a period of incredible improve.”

Further transformation endeavours centered on aiding staff to turn into subject make any difference industry experts in their selected inside regions of fascination, and offering them with finding out resources, instruments and time to build that experience.

Dhanasar claimed that the company experienced been ready to deal with greater assistance requirements in element by bringing in staff from its shopfronts to deal with calls and web chats instead.

He also claimed that consumer assistance staff from Covid-strike industries these types of as travel, tourism and hospitality experienced joined Company NSW.