Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
TELL A
FRIEND
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

News : Another 800 Centrelink Jobs to be Outsourced as Millions of Calls Go Unanswered

#contactcenterworld, @Concentrix, @centrelink

Brisbane, Australia, Oct 30, 2018 -- About 800 Centrelink call centre jobs will be outsourced in Brisbane as new figures show 48m calls to the agency went unanswered last financial year.

Announcing the move on Tuesday, the human services minister, Michael Keenan, cited a report by accounting firm KPMG that the government says found outsourced staff performed better than full-time public servants. The government refused to release the report.

The 800 jobs in Brisbane have been contracted to Concentrix Services and bring the total number of outsourced call centre staff to 2,750.

It was revealed in Senate estimates hearings last week that Centrelink had again failed to meet its customer satisfaction targets, with complaints rising.

The 47.9m unanswered calls were an improvement on the previous year’s figure – 55m – but the Department of Human Services (DHS) conceded there was still room for improvement.


Sponsor message - content continues below this message

2022 '17th annual' Global Contact Center World Awards NOW OPEN

Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!

FIND OUT MORE HERE


Content continues ….

The average waiting time for a Centrelink call was 15 minutes and 58 seconds, but longer for those calling about youth allowance and Austudy (37-minute wait on average) or employment services (34 minutes).

Initial data for 2018-19 suggests the number of unanswered calls and waiting times have fallen. However, callers can now use an automated function to complete some activities, though a "congestion message system". "As a result of the congestion message trial there are no busy signals recorded for the employment services main business line," a DHS report shows.

Centrelink complaints, meanwhile, increased in 2017-18 to 270,000, up by 68,000.

The government responded to the rising number of unanswered calls last year by announcing trials to outsource Centrelink call centre work to Serco, DataCom Connect, Concentrix Services and Stellar Asia Pacific.

Last year 250 Centrelink jobs were contracted out to Serco as part of a trial, infuriating the public sector union. The program was expanded in April to include another 1,000 call centre workers.

On Tuesday, the government claimed a review of the Serco pilot found the outsourced workers "answered more calls each day, had less down time between calls, were cost effective and ranked equally for customer satisfaction".

"This dispels many of the myths perpetuated by Labor that outsourcing leads to higher cost and reduced standards of service," Keenan said.

But the Coalition has refused to release the report, which it says is a "cabinet document".

The opposition’s human services spokesman, Ed Husic, said the report was a "desperate attempt to convince the public about the value of privatised labour"

"Not surprisingly the government refuses to release the report to see if the claim stacks up against reality," he said.

The Greens called for the report to be released.

"I’m very concerned about the details reported from the ‘secret’ report and the rights and conditions of the people employed by the labour hire companies," said Greens senator Rachel Siewert.

Labor has also warned the outsourcing has led to "compromised service delivery, insecure working arrangements, lower wages, reduced conditions and poorer quality training".

Pas Forgione, coordinator of welfare rights group the Anti-Poverty Network, said Centrelink call centres were "not like a phone company or a power company".

"This is someone’s sole income. You can’t take any chances."

#contactcenterworld, @Concentrix, @centrelink

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.theguardian.com


About Concentrix:
Company LogoConcentrix is a technology-enabled global business services company (Nasdaq listed: CNXC) specializing in customer engagement and improving business performance. Every day, from more than 40 countries and across six continents, our staff delivers customer experience and helps companies better connect with their customers. We create better business outcomes and differentiate our clients through technology, design, data, process, and people. Concentrix provides services to clients in ten industry verticals: automotive; banking and financial services; insurance; healthcare; technology; consumer electronics; media and communications; retail and e-commerce; travel and transportation; energy and public-sector. We are Different by Design.
  Company Blog   Company RSS Feed   Company Facebook   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

About Centrelink:
Company LogoCentrelink is a government agency delivering a range of Commonwealth services to the Australian community. Centrelink is a statutory authority responsible, through its Board, to the Minister for Family and Community Services. The Minister for Children and Youth Affairs, has responsibility for Centrelink’’s day-to-day operations. Centrelink operates under the Commonwealth Services Delivery Agency Act 1997 which formally came into effect on 1 July 1997.
Company RSS Feed   Company Twitter   Company Profile Page

Today's Tip of the Day - Learn Through Bad Experience

Read today's tip or listen to it on podcast.

Published: Wednesday, October 31, 2018

Printer Friendly Version Printer friendly version

2021 Buyers Guide Visual Communications

 
1.) 
SJS Solutions

Optymyse
Optymyse is a unique neuroscience-based approach which takes care of your most valuable asset - your people. Using a scientifically supported formula, Optymyse delivers stunning visuals which unlock the full potential of your contact centre whilst protecting the mental wellbeing of all of your employees.

2.) 
TeamViewer

Co-Browsing Integration
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.
 

About us - in 60 seconds!

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =