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Meet the #1 Contact Centre in Australia

December 7, 2023 @ 12:30 pm - 1:30 pm AEDT

ACXPA Roundtable 7 Dec 2023 Share

Meet the #1 Contact Centre in Australia!

Meet the leaders of Australia’s #1 ranked contact centre for the past two months and discover some of their secrets for success!

The City of Onkaparinga has been assessed as the best contact centre in Australia in the ACXPA Call Centre Rankings report that commenced in August 2023.

The rankings are determined by mystery shopping calls that assess the contact centre experience across 48 different performance elements to generate three key metrics:

  • The Contact Centre Accessibility Score (CCAS) captures how easy was it to connect to a live contact centre agent.
  • The Quality Insights Score (QIS)  measures the experience received during the interaction with the live contact centre agent.
  • An overall performance score that combines the two scores above with proprietary weightings on the competencies that influence the customer experience the most to determine the overall ranking results.

View the latest Call Centre Ranking reports >

Introduction to City of Onkaparinga

The City of Onkaparinga is South Australia’s largest metropolitan council, delivering services to more than 160, 000 residents across the area of 518 square kilometres. It covers a diverse range of suburbs and areas, including coastal regions, urban areas, and rural landscapes.

Their work is guided by our organisational values, quality service delivery, customer responsiveness and community input.

Approximately 185,000 customers contact the City of Onkaparinga per year to access our services through a variety of contact channels.

Meet our Guests 

Julie Janssan, Acting Team Leader Marketing & Communications

Julie is an experienced customer service professional with 32 years of experience in retail, banking, utilities, and local government sectors.

Her career at the City of Onkaparinga started as a Team Coordinator, she worked her way up to the role of Team Leader Customer Relations, successfully leading a team of over 45 staff across five sites for the past 15 years. Julie manages a 20-seat contact centre and oversees over the counter services at five locations across the city.

Julie’s leadership style focuses on customer experience and continuous improvement, championing initiatives to refine processes and optimise service delivery. Julie is dedicated to the team in creating memorable interactions and understands the importance of a team committed to providing exceptional service.

With experience ranging from direct customer interactions to strategic management, Julie has demonstrated dedication to elevating customer experience standards. Committed to team growth, she ensures that each team member is provided extensive training and coaching, so each team member reaches their full potential.

As she embarks on new opportunities in a secondment as Team Leader Marketing and Communications at the City of Onkaparinga, Julie brings with her a wealth of experience, a passion for customer service excellence, and a proven track record of effective team management.

Hannah Stevens, Acting Team Leader Customer Relations

Hannah Stevens has devoted the past 11 years of her professional journey in customer service excellence. She began her career at the City of Onkaparinga council, where she started as a Customer Relations Officer. Over time, she explored different roles in teams including marketing, development services, and information management.

Hannah’s leadership journey started when returning to the Customer Relations Team. Hannah secured a permanent position as a Coordinator in the Customer Relations Team. Leveraging opportunities from LG Professionals SA, she completed the Management Challenge and the Emerging Leaders Program, enhancing her leadership experience.

Hannah is all about creating a workplace where productivity and enjoyment go hand in hand. Incorporating service delivery and a positive team culture. She recognises each team member’s strengths and guides them to grow professionally and personally.

She’s dedicated to improving service delivery and customer experience, evident in her coaching and continuous improvement efforts. Hannah always aims to take the customer journey to the highest standards of professionalism and satisfaction.

Currently on secondment as the Team Leader of Customer Relations at the City of Onkaparinga, Hannah is proud to lead a high-performing team that consistently delivers outstanding results.

How to Attend

The Contact Centre Manager Roundtables are free to attend for all ACXPA Subscribers and Members!

Being an ACXPA Subscriber provides a range of benefits, including access to all of our industry roundtables, where you get to meet and learn from leading contact centres and CX professionals every fortnight. It’s completely free to subscribe and your inbox will not be spammed! Subscribe here >

And if you’d really like to step it up, an ACXPA Membership unlocks exclusive industry insights, a video library of all our Member Symposiums and Roundtables, access to a powerful Members Directory, industry resources you can download including Erlang Calculators, Journey Maps and more.

Annual Memberships start at just $197 per year. Learn more about ACXPA Memberships >

Details

Date:
07 Dec 2023
Time:
12:30 pm - 1:30 pm AEDT
Event Categories:
,

Venue

Zoom

Other

Job Suitability
Contact Centre Team Leaders, Contact Centre Managers
Total DURATION of the Event
1 Hour
Delivery Format
1 x 1-hour session
ACXPA Member Discount
100%
No. of Training Sessions
Finished in a single session
Delivery Style
Online
Course Categories
Online Roundtable

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