It was a proud achievement for the City of Melbourne’s Hotline to be judged the best Victorian call centre in its class at the Australian Teleservices Association (ATA) Awards held in Melbourne recently.
The City of Melbourne was the only Local Government organisation to be a finalist in the industry based awards. The ATA judged the call centre on its people management, technology and customer service.
“We won for three reasons,” said Chief Executive Officer Michael Malouf.
“Our people are talented, committed and motivated.
“We have the right technology that enables us to deliver high quality service. And we have measured and benchmarked ourselves against the best call centres in the world since we started operating just over two years ago.”
The call centre, a finalist in the ‘less than 50 seats’ category, received the award for the ‘best small-medium size call centre’ in Victoria. The City of Melbourne is now the Victorian entrant in the national competition.
“As a Local Government authority, community accessibility and customer service are paramount to our effectiveness,” said Michael Malouf. “Our call centre is often the first point of contact for many in our community.
“We are proud of our team’s achievement in the field and excited about participating at a national level.
“This is a great achievement for Local Government customer service and timely recognition for our professional team in the call centre who are consistently achieving over and above the industry’s best practice standards.
“Our call centre staff handle more than 800 enquiries a day. Over 80 percent of customers get answers to their questions with one call.
“It takes a dedicated and talented team to maintain this high level of service.”
The City of Melbourne Hotline fields calls about rates, parking fines, events in the city and any ‘hot topic’ currently effecting the community.
Call centres are among the fastest growing industries in the world, growing at about 40 percent per year. In Australia there are about 3,500 call centres, with a growth rate of 25 percent.
For further information contact Kerry O’Shea, telephone (03) 9658 9191.
