The Australian Fair Work Ombudsman (FWO) works to regulate Australia's worplace relations system and runs a call centre which supports enquiries from employers, employees and the community. FWO assists with advice, education and enforcement of Australian fair work matters. The FWO call centre addresses approximately 5 million enquiries per year.
The case management system at FWO's call centre was archaic, causing staff great difficulty in locating up-to-date information. Long case handling times were driving up operating costs. Long wait times were also causing dissatisfaction for customers and staff.
THE SEARCH365 SOLUTION
We developed a centralised search platform offering better access to all knowledge repositories for cases. Call centre staff were able to service all enquiries more efficiently. We also improved the public self-service platform, allowing customers to search for and easily find information, reducing the need for people to call. The implementation delivered a single point of search and included:
A full text search of enquiries, cases, accounts and customers from the
SharePoint knowledge system Real-time search, delivering contextual knowledge direct from the CRM for Call Centre staff handling cases
Targeted parametric search precise relevancy to locate and deliver the correct content in the correct context
Optimisation of related knowledge based on previously provided advice and analytics
Reducing enquiry process by up to 50%, optimising cost-per-call ratio.
Cost-per-call ratios improved, as time spent on the phone for each enquiry was reduced by as much as 50%. Business unit productivity across the call centre and website was improved through better customer pathways. Internal staff job satisfaction scoring improved. The self-service experience improved customer satisfaction scoring and gave a reduction in call volumes, and the lower call wait times improved customer satisfaction through improved enquiry outcomes.