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One of the primary goals is to make it simpler and easier for customers to communicate and interact with the organisation. To enable this, it operates nine service centres stretching from Cairns to the Gold Coast while also engaging with the industry and community via digital channels or over the phone.
The Challenge
The QBCC wanted a new internet-based telephony system that would provide improved customer service and meet future servicing strategies across the business. The system was also required to allow their customers to contact the customer service team from multiple channels (call, email, chat and social) as well as providing support services such as workforce management. All this happens as staff are integrated into a virtual work environment from multiple locations, while also lowering costs and creating a more flexible communications infrastructure. The QBCC had also set aggressive objectives for its centres, including to:
• create the base infrastructure from which a customer service roadmap can be developed;
• deliver service/performance improvements that deliver cost efficiencies;
• create capacity to introduce new service lines;
• create a more flexible network, across multiple geographies in Queensland;
• benefit from a cloud-based OPEX model for the management of its infrastructure.
The Datacom Difference
From the start of the QBCC’s relationship with Datacom, Datacom Queensland has been actively involved with the delivery of IT services and procurement.
As with all our CCaaS solutions, we approached the QBCC on the basis of business outcomes rather than a technology solution. The QBCC not only needed to replace their ageing contact centre solution, but also engaged Datacom to extend the CCaaS solution out to their 350+ business users, making for a seamless and fully integrated communications platform.
Core to the QBCC’s customer service roadmap was the ability to personalise the experience and have interactions answered by a person rather than automated attendants. The insights and operational visibility provided by the Datacom CCaaS solution enabled the QBCC to measure performance and customer feedback in real time and adjust delivery to meet demand.
The Results
Datacom CCaaS leverages the wider Datacom data centres and cloud infrastructure as well as the innovative solutions of our technology partner, Interactive Intelligence, and their Customer Interaction Centre (CIC) product. This creates quicker deployment timelines as well as lower initial and ongoing costs to our customers.
Since 2014, Datacom Connect has also provided the after-hours contact centre services to the QBCC. This service delivery platform has also enabled the QBCC to tap into our expertise in customer experience and managing large-scale contact centre operations. This has seen it develop a highly engaged and collaborative relationship between the quality and learning and development arms of both the QBCC and Datacom Connect, where both parties regularly share experience and insights.
Working from a best-in-class customer interaction platform, we are now focusing our attention on the next chapter in augmenting the QBCC service experience, with improved customer intelligence and support channels.
“Since going live with the solution, our staff are much happier as they’ve been able to deliver a better service to our customers. We have more transparent reporting and our organisation is now on the one solution, which helps reduce IT risk and complexity.”
Bruce McGregor, Executive Director Customer Service, QBCC