Sydney, Australia, May 18, 2020 -- More than 250,000 residents from Sydney’s Northern Beaches Council were greatly impacted by the ‘superstorm’ on the weekend of the 9th February 2020, which caused major damage including fallen trees, flash flooding and fallen powerlines. During the storm, the council’s customer service contact centre received an influx of calls from residents requiring urgent assistance. With their newly implemented contact centre system, supported by Genesys Cloud technology, their agents were able to log in remotely, as well as in the office, to swiftly respond to more than 150 calls over six-hours on a Sunday afternoon. This is a service they could not have provided using their old call centre system.
Calls made to the Northern Beaches Council customer service line on weekends normally go to an outsourced after-hours service, which can sometimes have a call wait time of up to 20 minutes. However, with the knowledge that significant storm damage was likely over the weekend, the team volunteered to work to answer residents calls, reducing the call wait time down to an average of only 27 seconds. Agents were able to reassure residents, provide the most up-to-date information and offer an efficient service that was sensitive to customer needs.
Due to the impact of the storm, some agents were unable to travel to the office, however, they safely worked from home while caring for customer needs. Rochelle O’Hagan, Call Centre Co-ordinator and Northern Beaches Council resident, had an emergency of her own as a result of the storm with a fallen power pole across her driveway and power outage at her home. Nevertheless, she was able to work remotely, switching the contact centre from the after-hours service to the fully manned setting and monitoring the rate of calls and wait times from her laptop.
"I had lost power at home and was waiting on assistance myself, but fortunately I was able to easily access the Genesys system from my laptop and take calls on my mobile. We were able to speak directly to our residents, rather than pass them to the after-hours service team who take care of a larger area. Genesys Cloud enabled us to provide personalised, up-to-date and efficient information to our residents, resulting in a superior customer experience in their hour of need," said Ms O’Hagan.
In the days following the storm, the contact centre team again experienced a huge influx of calls, responding to over 1,500 enquiries over the course of one day, more than 30 per cent above their daily average. Contact centre staff were able to maintain the average call wait time of 1 minute and 59 seconds. The capabilities of the Genesys Cloud system enabled Northern Beaches Council to provide centralised and critical support for distressed residents by combining intelligent technology with the emotional intelligence of their agents.
Genesys Vice President Australia and New Zealand, Mark Buckley, is proud the company was able to support such a vital service and ensure the council could respond appropriately to meet the needs of residents during such a difficult time.
"We are glad that Genesys Cloud was able to assist Northern Beaches Council and their community through this disaster. In crises like these, every second matters and contact centre agents need to work quickly to resolve customer issues as swiftly as possible while still providing a high level of empathy to those they are assisting. The desire of the team to be the ones answering their residents’ calls speaks volumes to the dedication and passion they have for the local community. We aim to support this level of empathy for all our customers so they can, in turn, provide a seamless and highly positive experience for their customers," said Mr Buckley.
Posted by Veronica Silva Cusi, news correspondent
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in 100+ countries trust our #1 customer experience platform to drive great business outcomes and create lasting relationships. Combining the best of technology and human ingenuity, we build solutions that mirror natural communication and work the way you think. Our industry-leading solutions foster true omnichannel engagement, performing equally well across all channels, on-premise and in the cloud. Experience communication as it should be: fluid, instinctive and profoundly empowering.
Published: Wednesday, May 20, 2020
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