QPC wins Toowoomba Regional Council contract
Under the terms of the deal, QPC will provide third-party support for future upgrades to the council’s existing interactive intelligence customer interaction centre (CIC) omnichannel customer engagement software suite. It will also offer consultancy support and regular health checks to ensure that the council is using the technology to maximum advantage.
People contacting the council will now be able to use a single telephone number, which offers 24-hour service and a centralised contact point for any queries. Incoming calls are automatically routed to the next, most appropriate phone operator regardless of location. Counter staff in regional offices also use the system to manage and log queries.
In addition, a workforce planning module helps efficiently roster staff, while an auto call-back option enables customers in a phone queue to leave their details and hang up without losing their place in the queue.
The decision by Toowoomba Regional Council to select QPC follows a comprehensive tender process in which several vendors were evaluated.
“We are very confident that the council will benefit from a seamless transition to QPC for our managed services requirements and contingency planning strategy,” said Kirrilly Rowan, customer service manager at Toowoomba Regional Council.
Toowoomba Regional Council is the ninth biggest local government organisation of the 74 regions in Queensland and governs an expansive $4 billion asset portfolio. The council employs approximately 1800 staff across the region.
It originally deployed interactive intelligence more than five years ago, following the 2008 amalgamation of local governments across Queensland that saw the creation of one ‘super council’ servicing more than 160,000 people. Toowoomba City and Milmerran, Clifton, Cambooya, Pittsworth, Jondaryan, Rosalie and Crows Nest Shire Councils were all brought into the same council area.
In recent years, the council has continued to maintain its contact centre operations in eight separate centres, staffed by 40 agents, but has extended the CIC functionality to include applications such as call-back services, recorder and feedback modules, and workforce planning.
QPC is already being engaged by the council to investigate potential new upgrades to add the latest functionality to its contact centre infrastructure.
“Our ultimate aim is to ensure that our contact centre operations contribute to create a great customer experience for residents and businesses in the region,” said Rowan.
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