Service NSW is set to restructure its contact center operations to be “geographically agnostic”, believing that the “old fashioned” contact center model is expired.
Transformation manager Kiran Dhanasar told the Genesys G-Summit ANZ 2021 virtual conference that the agency’s contact center now had “over 2,000 staff members” responding to more than 75,000 calls per day.
The agency had already “moved [its] the workforce to be predominantly an out-of-home workforce for the past couple of years,” Dhanasar said.
But it is settling on a longer-term operating model that will ultimately let staff choose where they work from, what shifts they take, and even their areas of expertise and internal specialization.
“What I would like to do – and what we are working towards in the Service NSW contact center – is to be a geographically agnostic contact centre, where our staff members can choose to work from home, but if a job from – the home environment is not suitable for them, they can choose one of our contact centers to move in and bring their devices to these workstations, log in and carry out their day from there”, has said Dhanasar.
“We are very close to having this system operational.”
Service NSW revealed earlier this year that it is using a Genesys Cloud CX platform to handle calls, texts and email inquiries from citizens of NSW.
Dhanasar said the center’s key performance metrics and workforce management systems were also undergoing changes.
“We’re changing things like our performance metrics to focus on results rather than old-school average handle times and the like,” he said.
“We are changing our workforce management systems to be much more flexible and allow staff members to choose their shifts.
“We have found that the traditional, very strictly listed contact center is a thing of the past, as we need to enable people to balance their work and life through a period of incredible change.”
Other transformation efforts focused on helping staff become subject matter experts in their chosen internal areas of focus and providing them with learning resources, tools and time to develop that expertise.
Dhanasar said the agency has been able to handle increased support needs in part by bringing in staff from its storefronts to handle calls and online chats instead.
He also said customer service staff from industries affected by Covid such as travel, tourism and hospitality have joined Service NSW.