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Avaya In NSW Fair Trading Contact Centre |
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Written by Adam Gosling
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Thursday, 25 May 2006 |
Avaya partner NSC Enterprise Solutions has implemented an Avaya IP telephony solution in a call centre upgrade and consolidation solution for the NSW Office of Fair Trading.
The $6.8 million contact centre is designed to replace three call centres and replaces 14 separate phone numbers with a single 1300 number (13 32 20). The new contact centre, located in western Sydney at Parramatta, will save the Office of Fair Trading (OFT) at least A$500,000 per annum in accommodation and utility costs alone.
The Avaya IP telephony solution replaces the traditional voice infrastructure offering a wider spectrum of communications options, as well as the flexibility to expand the contact centre in the future, says NSC in a statement.
Initially the system will be confined to Fair Trading enquiries, but the capability to add business to the contact centre by way of distributed hubs has been scoped.
This configuration provides potential for other areas of the Department to consolidate their phone services and run these from the Office of Fair Trading IT platform thereby delivering cost savings and efficiencies.
“The Office of Fair Trading is an extremely busy centre providing phone enquiry services to millions of consumers and traders,” said Carlene Colahan, Director, FTIC, NSW Office of Fair Trading.
“As a government department, we face increased pressures to deliver a responsive and responsible service that has strong governance principles and is financially accountable. As part of our commitment to deliver an enhanced but cost effective service to the public, we chose to integrate innovative IP technologies from Avaya to support a new “super” contact centre,” she said.
“While cost was a key consideration, we were looking for immediate and long-term benefits from an IT infrastructure that had been tried and tested in the market,” added Colahan.
Over the next 12 months OFT is confident a decrease in call waiting time, fewer call abandonment rates, an increase in first call resolutions, and enhanced customer satisfaction will also be achieved.
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