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Legislative Council - Fifty-First Parliament, Third Session (51-3)
2009-02-04 Daily Xml
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DEPARTMENT OF TRANSPORT INQUIRY LINE

In reply to the Hon. T.J. STEPHENS (8 April 2008) (Second Session).

The Hon. G.E. GAGO (Minister for State/Local Government Relations, Minister for the Status of Women, Minister for Consumer Affairs, Minister for Government Enterprises, Minister Assisting the Minister for Transport, Infrastructure and Energy): I am advised that:

1. The 13 10 84 inquiry line, located in Roma Mitchell House, operates as the primary telephone contact point for registration and licensing enquiries and is managed by Service SA within the Department for Transport, Energy and Infrastructure.

Following a review conducted in December 2007, Service SA increased staffing to match customer call workloads and introduced changes to its call handling systems and operational arrangements.

As part of the overall strategy of improving call centre efficiency, Service SA has also commenced implementation of a 'Regional Call Centre' employing staff at its regional sites to handle customer calls. The systems supporting the Regional Call Centres were successfully implemented at the Roma Mitchell House Call Centre in July 2008.

The Regional Call Centre reduces or eliminates regional calls being diverted to CBD call centres by answering the calls locally as the first priority. Additionally, the Regional Call Centre has the capacity to take on overflow from calls originating in metropolitan Adelaide.

Service SA also introduced state of the art technology, known as WebCC, to the Call Centre environment based in Roma Mitchell House on Monday 7 July 2008. One of the key customer service features of the WebCC system is its automated voice call back capacity. This feature offers customers the choice of leaving their telephone number and receiving a call back at a more convenient time. WebCC automatically schedules the timing of the call back, which correlates with the caller's place in the queue at the time the call was received. 2045 customers used the Call Back facility in August.

Since these service changes have been implemented, there has been a noticeable improvement in call waiting times and call handling capability.

I am advised that over 95 per cent of calls are answered in under five minutes.

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