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News : Centrelink Contractors' Mistakes are Creating Customer Risks: Union

#contactcenterworld, @centrelink

Canberra, Australia, March 14, 2019 -- Mistakes made by private call centre workers in Centrelink call centres could be putting people escaping domestic violence at risk, the main public sector union claims.

Private call centre contractors have been rolled out across the country, and there will be 2750 by April, but there have already been reports that mistakes have been made and the contractors aren't trained to the same level as public servants.

The Community and Public Sector Union says it is aware of at least 12 cases where women escaping domestic violence have called Centrelink to change their contact details, but the updates were not made by the contractors.

With the old addresses still on file, details about payments and other correspondence could have been going instead to abusive partners, and could be a breach of the Privacy Act.

Human Services spokesman Hank Jongen said supporting people affected by domestic violence was a priority for Centrelink but didn't deny the incidents had occurred or if the department was investigating them.

"The department can reassure customers that no customer data has been inadvertently released by our contract workforce that could have compromised personal safety," Mr Jongen said.


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"We undertake regular checks of our processes to ensure customers’ details remain private."

The union acknowledged that mistakes are also made by departmental staff but said the rate of serious mistakes was concerning, pointing to a lack of training.

"Centrelink’s policies and systems are enormously complex, as anyone who’s had to apply for a family payment or any other sort of support can attest. Six weeks training and a high turnover privately employed workforce combined with people’s complex and often volatile personal circumstances is a recipe for disaster," Community and Public Sector Union deputy secretary Melissa Donnelly said.

"Our members directly employed by Centrelink are absolutely horrified at the stories coming out of these call centres, particularly considering the short time they’ve been operating and we suspect there are many other cases that have not yet come to light."

According to the union, Centrelink staff only deal with issues regarding domestic violence after they have worked for the department for more than 12 months, and competency modules bringing them up to APS4 level.

"The training, oversight and processes in place in DHS’s own call centres are being ignored by these companies because cutting corners means bumper profits."

Human Services Minister Michael Keenan accused the union of a "grubby smear campaign".

"By campaigning against these workers, the union has made it clear that it is not interested in delivering better outcomes for Centrelink clients. All it cares about is boosting its membership numbers," he said.

Labor has promised to hire 1200 public servants in Human Services, but the minister claims that would lead to a reduction of 1550 staff if the contractors were canned.

He also said the claims about a lack of training were false.

"Our contractors receive exactly the same training as our regular workforce and their performance is monitored very closely to ensure service standards are consistent with the high standards set by the department. In many areas, those standards are exceeded," Mr Keenan said.

More than 22,000 staff have completed training on dealing with customers experiencing domestic violence, the department said.

#contactcenterworld, @centrelink

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.canberratimes.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 - Choose Your Response Method Carefully

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

Published: Friday, March 15, 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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