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DTSTART;TZID=Australia/Melbourne:20231207T123000
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DTSTAMP:20240816T234341Z
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SUMMARY:Meet the #1 Contact Centre in Australia
DESCRIPTION:Meet the #1 Contact Centre in Australia!\nMeet the leaders of Australia’s #1 ranked contact centre for the past two months and discover some of their secrets for success! \nThe 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. \nThe rankings are determined by mystery shopping calls that assess the contact centre experience across 48 different performance elements to generate three key metrics: \n\nThe Contact Centre Accessibility Score (CCAS) captures how easy was it to connect to a live contact centre agent.\nThe Quality Insights Score (QIS)  measures the experience received during the interaction with the live contact centre agent.\nAn 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.\n\nView the latest Call Centre Ranking reports > \nIntroduction to City of Onkaparinga\nThe 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. \nTheir work is guided by our organisational values\, quality service delivery\, customer responsiveness and community input. \nApproximately 185\,000 customers contact the City of Onkaparinga per year to access our services through a variety of contact channels. \nMeet our Guests \nJulie Janssan\, Acting Team Leader Marketing & Communications \nJulie is an experienced customer service professional with 32 years of experience in retail\, banking\, utilities\, and local government sectors. \nHer 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. \nJulie’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. \nWith 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. \nAs 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. \nHannah Stevens\, Acting Team Leader Customer Relations \nHannah 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. \nHannah’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. \nHannah 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. \nShe’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. \nCurrently 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. \nHow to Attend\nThe Contact Centre Manager Roundtables are free to attend for all ACXPA Subscribers and Members! \n \nBeing 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 > \nAnd 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. \nAnnual Memberships start at just $197 per year. Learn more about ACXPA Memberships >
URL:https://shop.acxpa.com.au/event/meet-the-1-contact-centre-in-australia/
LOCATION:Zoom
CATEGORIES:Call Centre Roundtables,Online Roundtables,Training Courses
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