The Challenge
The TES is a critical channel for communicating with the Victorian public regarding the election process, and is one of the most highly visible touch-points of the entire election campaign, which is seen to be independent from Government although the VEC is a State Government entity.

The VEC required a highly experienced, inbound information specialist partner who could ensure the effective delivery of this high-profile project. A key requirement of the service was to recruit Victorian-based agents with a strong geographical knowledge of the State.

It was also critical that agents remained ”politically neutral” at all times and had regard for the privacy considerations relating to the use of a database that contained personal voter information, in order to avoid any media or public relations issues.

The VEC also required a partner that could effectively manage the need for same-day mail fulfilment, including enrolment and change of address forms, postal votes and candidate handbooks.

The Solution
Stellar provided strategic advice, systems and processes that would enable achievement of project goals and milestones. Solid risk mitigation strategies were put in place, drawing on previous experience managing highly sensitive Government projects.

Staff were recruited and trained to meet the unique requirements of the service. Customised training was developed and scripting and guidelines were put in place to ensure the needs of 'Government neutrality' and the Privacy Act were met.

A 70-seat operation was established in Stellar's Richmond facility in Victoria, Australia. Additional capacity was reserved to cater for any unexpected call volume increases or peaks.

The VEC required continual progress updates to ensure service and quality standards were being met. Stellar provided daily status reports that allowed VEC to monitor all aspects of service delivery.

The high-quality staff recruited delivered exceptional results, given the unexpected increase in call volumes. Overtime and additional hours were recommended to the client. Changes to scheduling were made to provide the best coverage and maximise service levels.

The VEC appreciated the professional, responsive and flexible approach demonstrated by staff, and highly commended Stellar's equal employment opportunities.

The Results
Some highlights of Stellar's achievements during this partnership include:

• Implemented Genesys IVR and auto attendant to enable self-service options and deliver maximum cost and labour efficiencies. The auto attendant managed over 30% of calls received. 
   

• Consolidated training to reduce the overall duration, providing VEC with a saving of over $9,000. 
   

• Managed service levels to client's satisfaction, even with call volumes 160% above forecast.
   

• Delivered detailed daily reporting using Stellar's proprietary web-based campaign management system – used to capture customer feedback, trends and service improvement opportunities, as well as meeting audit requirements.
   

• Fulfilment managed effectively with 100% of fulfilment items dispatched within agreed timeframes.
   

• Ongoing Quality Control sessions were used to ensure accurate information was being provided. Agents averaged 95% over the entire campaign.
   

• Offered over 155 hours of 'e-time' to staff during periods of low call volume, providing VEC with a saving of almost $7,000, and giving employees further lifestyle flexibility. 'e-time' is voluntary time off the phone without pay.
   

• Ongoing re-forecasting based on actual call volumes – enabled client to make effective staffing and recruitment decisions.
   

• Managed almost 160,000 calls above the original forecast, and at the same time reduced the budgeted cost-per-call by 45%.
   

• Provided script optimisation recommendations.
   

• Updated Frequently Asked Question's based on new questions being asked regularly as the campaign progressed.
   

• Used attractive weekly and overall campaign incentives to drive quality results.