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News : Centrelink Call Centre Stats Show Dramatic Improvement, CPSU Calls it a ‘Con Job’

#contactcenterworld, @centrelink

Canberra, Australia, Feb 11, 2019 -- The notoriously long average waiting times for Centrelink’s phone lines are "plummeting" after the outsourcing of several thousand extra operators, claims Minister for Human Services Michael Keenan, but the public sector union says they provide inferior support to public servants.

Keenan said on Friday the average waiting time on Centrelink’s employment services line had gone down by 11 minutes and calls to the families line were being picked up four minutes sooner, "just a few short months" after the outsourced phone operators were put on the job.

The number of calls that are blocked so the callers hear "engaged signals" has also gone down by 42%, he added. Keenan’s office confirmed they had compared recent statistics with those for the 2017-18 financial year.

So far, according to the minister, only about half of 2750 contact centre staff engaged through private firms last year have been put through training to answer calls for his department, with the rest to plug in their headsets over the next few months. The minister also said there had been a slight improvement over the 2018 calendar year:


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The way the figures are calculated and averaged out across phone lines and the department as a whole can hide the reality of the experience for individuals, who often report waiting much, much longer than 16 minutes.

The waiting time is reset to zero if the caller is transferred to a different phone line, effectively cutting any time they spent waiting on the first line out of the figures. Time spent waiting on hold is not counted either if the caller hangs up before they ever get to speak to anyone. On the other hand, calls that are blocked with the engaged signal are counted as very short calls that are picked up and resolved quickly, dragging the average down.

Keenan said the figures "proved that the use of private call centre workers was an effective and efficient way to improve customer service at Centrelink" but the Community and Public Sector Union’s deputy secretary Melissa Donnelly claimed the private-sector workers were not as well trained as public servants.

"Getting your phone call answered should be the least that Centrelink customers expect, but it seems that’s the end game for Minister Keenan," said Donnelly.

"The feedback we’re receiving is that the quality of service provided by these private call centres with inferior training and support just isn’t up to scratch. Having your call answered more quickly is no use if the operator can’t even change your address."

The CPSU representative described the 2750 jobs as "insecure work that pays less and has inferior working conditions and training" compared to similar public service roles, and argued the workers "should be given the opportunity for permanent, decent jobs direct with Centrelink".

The argument over which major party is mostly to blame for staff cuts and the blow-out in the agency’s call centre KPIs continued as well. As we’ve reported before, this was a bipartisan exercise.

Keenan claimed the opposition would replace the 2750 contractors with only 1200 public servants if it came to power in May, and warned the waiting times would get worse and staff would be under more pressure. Donnelly dismissed his impressive-sounding results as "an ideological con job" given the figures had worsened for much of the current government’s five years in power, before it gave the work to for-profit companies.

#contactcenterworld, @centrelink

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


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.
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Today's Tip of the Day - Train In Sensitivity

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

Published: Tuesday, February 12, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Speech Technology

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

3.) 
Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.

4.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

5.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.

6.) 
MattsenKumar LLC

SmartSpeech
SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.

7.) 
Nemesysco

InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.

Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.

8.) 
Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership

9.) 
Voxjar

Voxjar
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis


All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)
 

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