❓ A parliamentary question regarding the Department of Planning and Infrastructure's call centre performance, specifically addressing call disconnection issues, resolution plans, and associated costs. The Minister provides data on call volumes and outlines planned improvements.
AnsweredQoN 151Legislative Assembly
Asked
30 June 2005
Member
Portfolio
Minister Assisting the Minister for Planning and Infrastructure
QuestionView source ↗
(b) does the Department have a method of tracking how many callers are inconvenienced by this inadequate system; (c) if so, how many callers are actively cut off in this manner when they contact the Department; (d) what does the Department intend to do to resolve this problem; and (e) what is the estimated cost of new systems and staff that will allow the Department to fulfil its obligations, and answer calls when clients telephone?
(c) if so, how many callers are actively cut off in this manner when they contact the Department; (d) what does the Department intend to do to resolve this problem; and (e) what is the estimated cost of new systems and staff that will allow the Department to fulfil its obligations, and answer calls when clients telephone?
(d) what does the Department intend to do to resolve this problem; and (e) what is the estimated cost of new systems and staff that will allow the Department to fulfil its obligations, and answer calls when clients telephone?
(e) what is the estimated cost of new systems and staff that will allow the Department to fulfil its obligations, and answer calls when clients telephone?
(a) A call centre was established in 1996 to provide basic Licensing call centre services. The demand on the Centre has since grown considerably. In addition, the Centre has taken on new and extended functions. The Centre is now operating as a Licensing Customer Contact Centre also handling non-call type contacts such as emails, faxes and mail. To address the increased work in the Centre over the years, staff numbers have increased from an original 19 to currently 68 working in the Centre. In addition, new service standards have been implemented in the Centre as well as increased training. Not withstanding, seasonal peaks such as in June this year have created unacceptable call wait times. The recent completion of the Contact Centre review emphasised the need to foresee these peak times and provided recommendations to improve management and resource allocation when they occur. (b) Recent changes to the programming of the Contact Centre PABX/IVR system has enabled the Department for Planning and Infrastructure (DPI) to record and report how many calls are unable to be connected. (c) The following information summarises the Contact Centre call activity for the first 7 months of 2005. Month Total Call Attempts Total Calls Connected Calls Answered by Agents Total Calls Engaged/ Disconnected Jul-05 107,743 89,559 70,870 18,184 Jun-05 177,380 85,259 66,583 92,124 May-05 104,675 94,473 83,100 10,202 Apr-05 83,963 83,561 79,839 416 Mar-05 92,352 89,883 86,561 2,469 Feb-05 91,292 88,162 83,787 3,130 Jan-05 111,795 99,601 75,513 12,194 Average 109,886 90,071 78,036 19,817 (d) A comprehensive review of the Contact Centre was recently completed which identified a range of measures to equip the Contact Centre to deliver the required levels of service. These measures include: § Improved recruitment and selection; § Training and development; § Organisational restructure; § Technological upgrades; and § Implementation of a knowledge portal. (e) The Contact Centre review recommendations are currently being evaluated and costed. Once this is completed, options will be presented to Cabinet for consideration.
To address the increased work in the Centre over the years, staff numbers have increased from an original 19 to currently 68 working in the Centre. In addition, new service standards have been implemented in the Centre as well as increased training. Not withstanding, seasonal peaks such as in June this year have created unacceptable call wait times. The recent completion of the Contact Centre review emphasised the need to foresee these peak times and provided recommendations to improve management and resource allocation when they occur. (b) Recent changes to the programming of the Contact Centre PABX/IVR system has enabled the Department for Planning and Infrastructure (DPI) to record and report how many calls are unable to be connected. (c) The following information summarises the Contact Centre call activity for the first 7 months of 2005. Month Total Call Attempts Total Calls Connected Calls Answered by Agents Total Calls Engaged/ Disconnected Jul-05 107,743 89,559 70,870 18,184 Jun-05 177,380 85,259 66,583 92,124 May-05 104,675 94,473 83,100 10,202 Apr-05 83,963 83,561 79,839 416 Mar-05 92,352 89,883 86,561 2,469 Feb-05 91,292 88,162 83,787 3,130 Jan-05 111,795 99,601 75,513 12,194 Average 109,886 90,071 78,036 19,817 (d) A comprehensive review of the Contact Centre was recently completed which identified a range of measures to equip the Contact Centre to deliver the required levels of service. These measures include: § Improved recruitment and selection; § Training and development; § Organisational restructure; § Technological upgrades; and § Implementation of a knowledge portal. (e) The Contact Centre review recommendations are currently being evaluated and costed. Once this is completed, options will be presented to Cabinet for consideration.
Not withstanding, seasonal peaks such as in June this year have created unacceptable call wait times. The recent completion of the Contact Centre review emphasised the need to foresee these peak times and provided recommendations to improve management and resource allocation when they occur. (b) Recent changes to the programming of the Contact Centre PABX/IVR system has enabled the Department for Planning and Infrastructure (DPI) to record and report how many calls are unable to be connected. (c) The following information summarises the Contact Centre call activity for the first 7 months of 2005. Month Total Call Attempts Total Calls Connected Calls Answered by Agents Total Calls Engaged/ Disconnected Jul-05 107,743 89,559 70,870 18,184 Jun-05 177,380 85,259 66,583 92,124 May-05 104,675 94,473 83,100 10,202 Apr-05 83,963 83,561 79,839 416 Mar-05 92,352 89,883 86,561 2,469 Feb-05 91,292 88,162 83,787 3,130 Jan-05 111,795 99,601 75,513 12,194 Average 109,886 90,071 78,036 19,817 (d) A comprehensive review of the Contact Centre was recently completed which identified a range of measures to equip the Contact Centre to deliver the required levels of service. These measures include: § Improved recruitment and selection; § Training and development; § Organisational restructure; § Technological upgrades; and § Implementation of a knowledge portal. (e) The Contact Centre review recommendations are currently being evaluated and costed. Once this is completed, options will be presented to Cabinet for consideration.
(b) Recent changes to the programming of the Contact Centre PABX/IVR system has enabled the Department for Planning and Infrastructure (DPI) to record and report how many calls are unable to be connected. (c) The following information summarises the Contact Centre call activity for the first 7 months of 2005. Month Total Call Attempts Total Calls Connected Calls Answered by Agents Total Calls Engaged/ Disconnected Jul-05 107,743 89,559 70,870 18,184 Jun-05 177,380 85,259 66,583 92,124 May-05 104,675 94,473 83,100 10,202 Apr-05 83,963 83,561 79,839 416 Mar-05 92,352 89,883 86,561 2,469 Feb-05 91,292 88,162 83,787 3,130 Jan-05 111,795 99,601 75,513 12,194 Average 109,886 90,071 78,036 19,817 (d) A comprehensive review of the Contact Centre was recently completed which identified a range of measures to equip the Contact Centre to deliver the required levels of service. These measures include: § Improved recruitment and selection; § Training and development; § Organisational restructure; § Technological upgrades; and § Implementation of a knowledge portal. (e) The Contact Centre review recommendations are currently being evaluated and costed. Once this is completed, options will be presented to Cabinet for consideration.
(c) The following information summarises the Contact Centre call activity for the first 7 months of 2005. Month Total Call Attempts Total Calls Connected Calls Answered by Agents Total Calls Engaged/ Disconnected Jul-05 107,743 89,559 70,870 18,184 Jun-05 177,380 85,259 66,583 92,124 May-05 104,675 94,473 83,100 10,202 Apr-05 83,963 83,561 79,839 416 Mar-05 92,352 89,883 86,561 2,469 Feb-05 91,292 88,162 83,787 3,130 Jan-05 111,795 99,601 75,513 12,194 Average 109,886 90,071 78,036 19,817 (d) A comprehensive review of the Contact Centre was recently completed which identified a range of measures to equip the Contact Centre to deliver the required levels of service. These measures include: § Improved recruitment and selection; § Training and development; § Organisational restructure; § Technological upgrades; and § Implementation of a knowledge portal. (e) The Contact Centre review recommendations are currently being evaluated and costed. Once this is completed, options will be presented to Cabinet for consideration.
Month Total Call Attempts Total Calls Connected Calls Answered by Agents Total Calls Engaged/ Disconnected Jul-05 107,743 89,559 70,870 18,184 Jun-05 177,380 85,259 66,583 92,124 May-05 104,675 94,473 83,100 10,202 Apr-05 83,963 83,561 79,839 416 Mar-05 92,352 89,883 86,561 2,469 Feb-05 91,292 88,162 83,787 3,130 Jan-05 111,795 99,601 75,513 12,194 Average 109,886 90,071 78,036 19,817 (d) A comprehensive review of the Contact Centre was recently completed which identified a range of measures to equip the Contact Centre to deliver the required levels of service. These measures include: § Improved recruitment and selection; § Training and development; § Organisational restructure; § Technological upgrades; and § Implementation of a knowledge portal. (e) The Contact Centre review recommendations are currently being evaluated and costed. Once this is completed, options will be presented to Cabinet for consideration.
(d) A comprehensive review of the Contact Centre was recently completed which identified a range of measures to equip the Contact Centre to deliver the required levels of service. These measures include: § Improved recruitment and selection; § Training and development; § Organisational restructure; § Technological upgrades; and § Implementation of a knowledge portal. (e) The Contact Centre review recommendations are currently being evaluated and costed. Once this is completed, options will be presented to Cabinet for consideration.
§ Improved recruitment and selection; § Training and development; § Organisational restructure; § Technological upgrades; and § Implementation of a knowledge portal. (e) The Contact Centre review recommendations are currently being evaluated and costed. Once this is completed, options will be presented to Cabinet for consideration.
§ Training and development; § Organisational restructure; § Technological upgrades; and § Implementation of a knowledge portal. (e) The Contact Centre review recommendations are currently being evaluated and costed. Once this is completed, options will be presented to Cabinet for consideration.
§ Organisational restructure; § Technological upgrades; and § Implementation of a knowledge portal. (e) The Contact Centre review recommendations are currently being evaluated and costed. Once this is completed, options will be presented to Cabinet for consideration.
§ Technological upgrades; and § Implementation of a knowledge portal. (e) The Contact Centre review recommendations are currently being evaluated and costed. Once this is completed, options will be presented to Cabinet for consideration.
§ Implementation of a knowledge portal. (e) The Contact Centre review recommendations are currently being evaluated and costed. Once this is completed, options will be presented to Cabinet for consideration.
(e) The Contact Centre review recommendations are currently being evaluated and costed. Once this is completed, options will be presented to Cabinet for consideration.
(c) if so, how many callers are actively cut off in this manner when they contact the Department; (d) what does the Department intend to do to resolve this problem; and (e) what is the estimated cost of new systems and staff that will allow the Department to fulfil its obligations, and answer calls when clients telephone?
(d) what does the Department intend to do to resolve this problem; and (e) what is the estimated cost of new systems and staff that will allow the Department to fulfil its obligations, and answer calls when clients telephone?
(e) what is the estimated cost of new systems and staff that will allow the Department to fulfil its obligations, and answer calls when clients telephone?
(a) A call centre was established in 1996 to provide basic Licensing call centre services. The demand on the Centre has since grown considerably. In addition, the Centre has taken on new and extended functions. The Centre is now operating as a Licensing Customer Contact Centre also handling non-call type contacts such as emails, faxes and mail. To address the increased work in the Centre over the years, staff numbers have increased from an original 19 to currently 68 working in the Centre. In addition, new service standards have been implemented in the Centre as well as increased training. Not withstanding, seasonal peaks such as in June this year have created unacceptable call wait times. The recent completion of the Contact Centre review emphasised the need to foresee these peak times and provided recommendations to improve management and resource allocation when they occur. (b) Recent changes to the programming of the Contact Centre PABX/IVR system has enabled the Department for Planning and Infrastructure (DPI) to record and report how many calls are unable to be connected. (c) The following information summarises the Contact Centre call activity for the first 7 months of 2005. Month Total Call Attempts Total Calls Connected Calls Answered by Agents Total Calls Engaged/ Disconnected Jul-05 107,743 89,559 70,870 18,184 Jun-05 177,380 85,259 66,583 92,124 May-05 104,675 94,473 83,100 10,202 Apr-05 83,963 83,561 79,839 416 Mar-05 92,352 89,883 86,561 2,469 Feb-05 91,292 88,162 83,787 3,130 Jan-05 111,795 99,601 75,513 12,194 Average 109,886 90,071 78,036 19,817 (d) A comprehensive review of the Contact Centre was recently completed which identified a range of measures to equip the Contact Centre to deliver the required levels of service. These measures include: § Improved recruitment and selection; § Training and development; § Organisational restructure; § Technological upgrades; and § Implementation of a knowledge portal. (e) The Contact Centre review recommendations are currently being evaluated and costed. Once this is completed, options will be presented to Cabinet for consideration.
To address the increased work in the Centre over the years, staff numbers have increased from an original 19 to currently 68 working in the Centre. In addition, new service standards have been implemented in the Centre as well as increased training. Not withstanding, seasonal peaks such as in June this year have created unacceptable call wait times. The recent completion of the Contact Centre review emphasised the need to foresee these peak times and provided recommendations to improve management and resource allocation when they occur. (b) Recent changes to the programming of the Contact Centre PABX/IVR system has enabled the Department for Planning and Infrastructure (DPI) to record and report how many calls are unable to be connected. (c) The following information summarises the Contact Centre call activity for the first 7 months of 2005. Month Total Call Attempts Total Calls Connected Calls Answered by Agents Total Calls Engaged/ Disconnected Jul-05 107,743 89,559 70,870 18,184 Jun-05 177,380 85,259 66,583 92,124 May-05 104,675 94,473 83,100 10,202 Apr-05 83,963 83,561 79,839 416 Mar-05 92,352 89,883 86,561 2,469 Feb-05 91,292 88,162 83,787 3,130 Jan-05 111,795 99,601 75,513 12,194 Average 109,886 90,071 78,036 19,817 (d) A comprehensive review of the Contact Centre was recently completed which identified a range of measures to equip the Contact Centre to deliver the required levels of service. These measures include: § Improved recruitment and selection; § Training and development; § Organisational restructure; § Technological upgrades; and § Implementation of a knowledge portal. (e) The Contact Centre review recommendations are currently being evaluated and costed. Once this is completed, options will be presented to Cabinet for consideration.
Not withstanding, seasonal peaks such as in June this year have created unacceptable call wait times. The recent completion of the Contact Centre review emphasised the need to foresee these peak times and provided recommendations to improve management and resource allocation when they occur. (b) Recent changes to the programming of the Contact Centre PABX/IVR system has enabled the Department for Planning and Infrastructure (DPI) to record and report how many calls are unable to be connected. (c) The following information summarises the Contact Centre call activity for the first 7 months of 2005. Month Total Call Attempts Total Calls Connected Calls Answered by Agents Total Calls Engaged/ Disconnected Jul-05 107,743 89,559 70,870 18,184 Jun-05 177,380 85,259 66,583 92,124 May-05 104,675 94,473 83,100 10,202 Apr-05 83,963 83,561 79,839 416 Mar-05 92,352 89,883 86,561 2,469 Feb-05 91,292 88,162 83,787 3,130 Jan-05 111,795 99,601 75,513 12,194 Average 109,886 90,071 78,036 19,817 (d) A comprehensive review of the Contact Centre was recently completed which identified a range of measures to equip the Contact Centre to deliver the required levels of service. These measures include: § Improved recruitment and selection; § Training and development; § Organisational restructure; § Technological upgrades; and § Implementation of a knowledge portal. (e) The Contact Centre review recommendations are currently being evaluated and costed. Once this is completed, options will be presented to Cabinet for consideration.
(b) Recent changes to the programming of the Contact Centre PABX/IVR system has enabled the Department for Planning and Infrastructure (DPI) to record and report how many calls are unable to be connected. (c) The following information summarises the Contact Centre call activity for the first 7 months of 2005. Month Total Call Attempts Total Calls Connected Calls Answered by Agents Total Calls Engaged/ Disconnected Jul-05 107,743 89,559 70,870 18,184 Jun-05 177,380 85,259 66,583 92,124 May-05 104,675 94,473 83,100 10,202 Apr-05 83,963 83,561 79,839 416 Mar-05 92,352 89,883 86,561 2,469 Feb-05 91,292 88,162 83,787 3,130 Jan-05 111,795 99,601 75,513 12,194 Average 109,886 90,071 78,036 19,817 (d) A comprehensive review of the Contact Centre was recently completed which identified a range of measures to equip the Contact Centre to deliver the required levels of service. These measures include: § Improved recruitment and selection; § Training and development; § Organisational restructure; § Technological upgrades; and § Implementation of a knowledge portal. (e) The Contact Centre review recommendations are currently being evaluated and costed. Once this is completed, options will be presented to Cabinet for consideration.
(c) The following information summarises the Contact Centre call activity for the first 7 months of 2005. Month Total Call Attempts Total Calls Connected Calls Answered by Agents Total Calls Engaged/ Disconnected Jul-05 107,743 89,559 70,870 18,184 Jun-05 177,380 85,259 66,583 92,124 May-05 104,675 94,473 83,100 10,202 Apr-05 83,963 83,561 79,839 416 Mar-05 92,352 89,883 86,561 2,469 Feb-05 91,292 88,162 83,787 3,130 Jan-05 111,795 99,601 75,513 12,194 Average 109,886 90,071 78,036 19,817 (d) A comprehensive review of the Contact Centre was recently completed which identified a range of measures to equip the Contact Centre to deliver the required levels of service. These measures include: § Improved recruitment and selection; § Training and development; § Organisational restructure; § Technological upgrades; and § Implementation of a knowledge portal. (e) The Contact Centre review recommendations are currently being evaluated and costed. Once this is completed, options will be presented to Cabinet for consideration.
Month Total Call Attempts Total Calls Connected Calls Answered by Agents Total Calls Engaged/ Disconnected Jul-05 107,743 89,559 70,870 18,184 Jun-05 177,380 85,259 66,583 92,124 May-05 104,675 94,473 83,100 10,202 Apr-05 83,963 83,561 79,839 416 Mar-05 92,352 89,883 86,561 2,469 Feb-05 91,292 88,162 83,787 3,130 Jan-05 111,795 99,601 75,513 12,194 Average 109,886 90,071 78,036 19,817 (d) A comprehensive review of the Contact Centre was recently completed which identified a range of measures to equip the Contact Centre to deliver the required levels of service. These measures include: § Improved recruitment and selection; § Training and development; § Organisational restructure; § Technological upgrades; and § Implementation of a knowledge portal. (e) The Contact Centre review recommendations are currently being evaluated and costed. Once this is completed, options will be presented to Cabinet for consideration.
(d) A comprehensive review of the Contact Centre was recently completed which identified a range of measures to equip the Contact Centre to deliver the required levels of service. These measures include: § Improved recruitment and selection; § Training and development; § Organisational restructure; § Technological upgrades; and § Implementation of a knowledge portal. (e) The Contact Centre review recommendations are currently being evaluated and costed. Once this is completed, options will be presented to Cabinet for consideration.
§ Improved recruitment and selection; § Training and development; § Organisational restructure; § Technological upgrades; and § Implementation of a knowledge portal. (e) The Contact Centre review recommendations are currently being evaluated and costed. Once this is completed, options will be presented to Cabinet for consideration.
§ Training and development; § Organisational restructure; § Technological upgrades; and § Implementation of a knowledge portal. (e) The Contact Centre review recommendations are currently being evaluated and costed. Once this is completed, options will be presented to Cabinet for consideration.
§ Organisational restructure; § Technological upgrades; and § Implementation of a knowledge portal. (e) The Contact Centre review recommendations are currently being evaluated and costed. Once this is completed, options will be presented to Cabinet for consideration.
§ Technological upgrades; and § Implementation of a knowledge portal. (e) The Contact Centre review recommendations are currently being evaluated and costed. Once this is completed, options will be presented to Cabinet for consideration.
§ Implementation of a knowledge portal. (e) The Contact Centre review recommendations are currently being evaluated and costed. Once this is completed, options will be presented to Cabinet for consideration.
(e) The Contact Centre review recommendations are currently being evaluated and costed. Once this is completed, options will be presented to Cabinet for consideration.
AnswerView source ↗
Answered
16 August 2005
Responded by
Minister for Minister Assisting the Minister for Planning and Infrastructure
Response time
47 days
I am advised:
(a) A call centre was established in 1996 to provide basic Licensing call centre services. The demand on the Centre has since grown considerably. In addition, the Centre has taken on new and extended functions. The Centre is now operating as a Licensing Customer Contact Centre also handling non-call type contacts such as emails, faxes and mail.
To address the increased work in the Centre over the years, staff numbers have increased from an original 19 to currently 68 working in the Centre. In addition, new service standards have been implemented in the Centre as well as increased training.
Not withstanding, seasonal peaks such as in June this year have created unacceptable call wait times. The recent completion of the Contact Centre review emphasised the need to foresee these peak times and provided recommendations to improve management and resource allocation when they occur.
(b) Recent changes to the programming of the Contact Centre PABX/IVR system has enabled the Department for Planning and Infrastructure (DPI) to record and report how many calls are unable to be connected.
(c) The following information summarises the Contact Centre call activity for the first 7 months of 2005.
Month
Total Call Attempts
Total Calls Connected
Calls Answered by Agents
Total Calls Engaged/ Disconnected
Jul-05
107,743
89,559
70,870
18,184
Jun-05
177,380
85,259
66,583
92,124
May-05
104,675
94,473
83,100
10,202
Apr-05
83,963
83,561
79,839
416
Mar-05
92,352
89,883
86,561
2,469
Feb-05
91,292
88,162
83,787
3,130
Jan-05
111,795
99,601
75,513
12,194
Average
109,886
90,071
78,036
19,817
(d) A comprehensive review of the Contact Centre was recently completed which identified a range of measures to equip the Contact Centre to deliver the required levels of service. These measures include:
§ Improved recruitment and selection;
§ Training and development;
§ Organisational restructure;
§ Technological upgrades; and
§ Implementation of a knowledge portal.
(e) The Contact Centre review recommendations are currently being evaluated and costed. Once this is completed, options will be presented to Cabinet for consideration.
(a) A call centre was established in 1996 to provide basic Licensing call centre services. The demand on the Centre has since grown considerably. In addition, the Centre has taken on new and extended functions. The Centre is now operating as a Licensing Customer Contact Centre also handling non-call type contacts such as emails, faxes and mail.
To address the increased work in the Centre over the years, staff numbers have increased from an original 19 to currently 68 working in the Centre. In addition, new service standards have been implemented in the Centre as well as increased training.
Not withstanding, seasonal peaks such as in June this year have created unacceptable call wait times. The recent completion of the Contact Centre review emphasised the need to foresee these peak times and provided recommendations to improve management and resource allocation when they occur.
(b) Recent changes to the programming of the Contact Centre PABX/IVR system has enabled the Department for Planning and Infrastructure (DPI) to record and report how many calls are unable to be connected.
(c) The following information summarises the Contact Centre call activity for the first 7 months of 2005.
Month
Total Call Attempts
Total Calls Connected
Calls Answered by Agents
Total Calls Engaged/ Disconnected
Jul-05
107,743
89,559
70,870
18,184
Jun-05
177,380
85,259
66,583
92,124
May-05
104,675
94,473
83,100
10,202
Apr-05
83,963
83,561
79,839
416
Mar-05
92,352
89,883
86,561
2,469
Feb-05
91,292
88,162
83,787
3,130
Jan-05
111,795
99,601
75,513
12,194
Average
109,886
90,071
78,036
19,817
(d) A comprehensive review of the Contact Centre was recently completed which identified a range of measures to equip the Contact Centre to deliver the required levels of service. These measures include:
§ Improved recruitment and selection;
§ Training and development;
§ Organisational restructure;
§ Technological upgrades; and
§ Implementation of a knowledge portal.
(e) The Contact Centre review recommendations are currently being evaluated and costed. Once this is completed, options will be presented to Cabinet for consideration.
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