USE CASE: Fair Work Ombudsman

"We need to instantly search 42 repositories"

THE SITUATION

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 PROBLEM

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

EXCEPTIONAL OUTCOMES

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.