Receiving up to 120,000 calls and emails monthly meant NZTA’s Transport Registry Centre (TRC) needed a new focus on ensuring the right information was found, recorded and given out.
With such a large volume of contact points with customer service staff, the TRC decided a change was needed to help with various information and knowledge issues that were being experienced.
One of these challenges was making sure the right information was given consistently. Customer Service operators were often gathering information from multiple sources, increasing the likelihood of incorrect information being given out.
The potential impact of this? Customer call back rates would increase, creating more phone and email congestion and delays for other customers.
No single point existed for retaining corporate knowledge either. With multiple sources being used, this created uncertainty within call centres meaning higher call escalation rates.
Decreasing training time for unfamiliar staff was also a priority for the TRC, ensuring all staff were up to speed quicker and delivering high-quality information.
To sum it up? The TRC needed a centralised knowledgebase system, ensuring the right information was given, training times were reduced, and internal information collected.