Services NSW is on the cusp of restructuring its speak to centre operations to be “geographically agnostic”, believing the “old-school” speak to centre model is expired.
Transformation supervisor Kiran Dhanasar advised the Genesys G-Summit ANZ 2021 digital meeting that the agency’s speak to centre now had “over 2000 team members” responding to more than 75,000 calls for every working day.
The agency had by now “moved [its] workforce to be a predominately work-from-property workforce in the last few of decades,” Dhanasar reported.
But it is settling on a more time-phrase operating model that will in the end let team pick wherever they work from, what shifts they consider, and even their locations of subject make any difference and internal specialisation.
“What I’d adore to do – and what we’re functioning to in the speak to centre in Services NSW – is remaining a geographically agnostic speak to centre, wherever our team customers can pick to work-from-property but if a work-from-property environment does not match them they can pick one of our speak to centre areas to move to and carry their equipment into individuals workstations, log in, and complete their working day from there,” Dhanasar reported.
“We’re very close to owning that system up and managing.”
Services NSW unveiled before this calendar year that it is working with a Genesys Cloud CX platform to take care of calls, texts and e-mail inquiries from NSW citizens.
Dhanasar reported that vital performance metrics and the centre’s workforce management devices ended up also undergoing variations.
“We’re transforming points like our performance indicators to be result oriented relatively than the aged-college common take care of periods and so forth,” he reported.
“We’re transforming our workforce management devices to be much additional flexible and permit team customers to pick their shifts.
“We’ve discovered that the standard, quite strictly rostered speak to centre is turning into a factor of the earlier, as we will need to accommodate individuals balancing their work and their lives through a time period of incredible improve.”
Even further transformation efforts focused on serving to team to turn out to be subject make any difference gurus in their decided on internal locations of desire, and providing them with finding out resources, tools and time to produce that knowledge.
Dhanasar reported that the agency had been equipped to take care of improved assist desires in section by bringing in team from its shopfronts to take care of calls and world wide web chats as a substitute.
He also reported that buyer assistance team from Covid-hit industries this sort of as vacation, tourism and hospitality had joined Services NSW.