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News : Greens to Push for Release of Centrelink Outsourcing Report

#contactcenterworld, @centrelink, @kpmg

Brisbane, Australia, Nov 12, 2018 -- The Greens will this week seek to force the government to release a report on the use of contractors in outsourced Centrelink call centres.

As one of four new outsourced call centres was opened last month, Human Services Minister Michael Keenan said a report by consultants KPMG into a trial of a Serco-run call centre showed the workers in the privately run centre performed as well as, or better than, full-time public servants in some measures.

The minister refused to release the whole report, provoking both Labor and the Greens to ask that it be made public. The Greens are now signalling they will attempt to pass an order for the production of documents this Senate sitting week.

It comes after a survey by the Community and Public Sector Union found that 85 per cent of Centrelink staff surveyed thought the private call centres were having a negative impact on service standards.

"A couple of weeks ago it was reported that Serco workers are doing 'better' than Centrelink staff, but what Centrelink staff have actually reported is a system riddled with errors, resulting in people incurring debts they do not owe. This in fact reflects what we hear from constituents about their interactions with Centrelink," Greens community services spokeswoman Rachel Siewert said.

For the order to be successful, the Greens need the votes of Labor and some crossbenchers.

"I hope that the Senate will support my order for the production of documents so that we can see the report the government is hiding behind," Senator Siewert said.

The government has committed to an additional 2750 staff answering Centrelink calls, in a bid to reduce the number of calls that go unanswered and the waiting times to speak to a staff member. The jobs will be delivered through four private contractors, Serco, DataCom Connect, Concentrix Services and Stellar Asia Pacific.

Labor has promised that if it wins government next year it would employ 1200 permanent public servants to man the Centrelink phone lines.

Both the opposition and the government were contacted for comment.

#contactcenterworld, @centrelink, @kpmg

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.brisbanetimes.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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About KPMG:
Company LogoKPMG is one of the largest professional services firms in the world and one of the Big Four auditors, along with PricewaterhouseCoopers (PwC), Deloitte Touche Tohmatsu (Deloitte) and Ernst & Young (EY). Its global headquarters are located in Amstelveen, Netherlands.
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Today's Tip of the Day - Power Hour

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

Published: Friday, November 16, 2018

Printer Friendly Version Printer friendly version

2021 Buyers Guide Headsets

 
1.) 
Premium Listing
Jabra

Jabra
Jabra is a leader in engineering communications and sound solutions – innovating to empower both consumers and businesses. We are committed to letting people hear more, do more, and be more than they ever thought possible. Through sound and video, we help transform lives. Jabra engineering excellence leads the way, building on 150 years of pioneering work. This allows us to create integrated headsets and communications tools that help professionals work more productively; wireless headphones and earbuds that let consumers better enjoy calls, music, and media; and pioneering video conferencing solutions, enabling seamless collaboration between distributed teams. Jabra employs approx. 1,400 people worldwide
PH: 800-826-4656


2.) 
All Ears Ltd

Freemate headsets, and sanitary solutions for headsets
Freemate headsets available, corded and wireless for telephony and USB. 3 year warranty compatible with all model phones. We supply accessories from downleads, USB leads, ear cushions, leatherettes and we service call centre headsets, these are sanitised and repaired or serviced as required.

We supply the corporate environment, Government departments, security, medical and professional offices and meet the needs of many of New Zealand's SOHO market.

We can even develop and create one-off solutions for those with mobility or disability limitations opening up a world of freedom in communications. And we like to have fun on the journey.
PH: 644 9201929

3.) 
Comfort Telecommunications

Smith Corona Headsets
3 year warranty compatible with all model phones. Accessories also available. Cords, earpads, etc all factory direct pricing
PH: 800-399-3224

4.) 
CTCOMM

Plantronics
Jabra
Sennheiser

5.) 
Headsets123


Since 1998 Headsets123 has been supplying Call Center Grade corded phone headsets, wireless headsets, headset telephones and a wide range of headset accessories to accommodate Medical, Insurance, Financial offices and large Call Centers environments offering you value, comfort, flexibility and increased productivity in your day to day business.

Our offices are located just outside of Seattle, WA. We hope you enjoy our wide range of headsets and accessories.

6.) 
JPL Telecom

Based in Dorset, England, JPL designs and manufactures innovative professional telecom headsets. We have a wide range of professional telecom and call centre use headsets in wired, wireless DECT and Bluetooth styles.

Making sure that your customer’s voice can be heard is vital. JPL Telecom ensures that your customer’s experience is first-class. All headsets have our Surround Shield™ noise cancellation to make certain your customer only hears what you want them to hear. Comfortable and attractively designed headsets are built to withstand the constant use in any call centre environment.

Our aim is to continuously improve customer choice, offering a fair price and value to our resellers and end users.
PH: +44 (0)1258 820100

7.) 
Unicom Services Ltd.

Contact center headsets and conference solutions
Unicom Services Ltd. is a distributor of professional headsets and communication solutions for all possible applications.

Products and Services:
* Headsets for contact center, office, small office and home, mobile phones, computer headsets and adapters.

* Conference systems - audio video terminals, personal and group multipoint conferences.

* Telecom Products - office wired and wireless phones, dect systems, softphones.

* Video conference software for contact centers and offices.

* Unified Communication Solution.
PH: +35924110203

8.) 
Xiamen Mairdi Electronic Technology Co., Ltd

Call Center Headsets
Mairdi is a professional call center headsets maker in China. We've designed, produced and exported professional communication headsets for 16 years. Our headsets were exported to over 120 countires in the world.
Our headsets are widely compatible with nearly all IP Phones, desk phones, PC and mobiles. They are all noise cancelling and with built-in hearing protection technology. Our headset accessories are Plantronics or Jabra compatible. All the headsets and accessories are CE,FCC, RoHS certificated.
PH: 0086-592-7177232
 

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