Delivering scalability and expertise for a leading Australian Government agency
The client is one of Australia’s largest government agencies, managing high-volume, time-critical services vital to the nation's economic and social infrastructure. The services require deep knowledge of complex legislation and high levels of security and compliance.
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Our client is one of the Australian government’s busiest, and at times, most complex agencies, responsible for delivering critical national services, particularly around the start and end of each financial year.
It needed a partner with deep knowledge of complex legislation and high levels of security and compliance, who could be trusted to handle often delicate and sensitive interactions empathetically, efficiently and effectively.
By implementing a model focused on strategic flexibility and deep expertise, we successfully minimized the Agency's risk, delivered consistent, high-quality outcomes, and cemented a powerful partnership that consistently returned organisational value. This culminated in Probe CX consistently being ranked as the Number One Outsource Provider for the Agency.
The client’s customer engagement increases by a massive amount between July and October each year. This requires a temporary increase of over 70% in the operational workforce, scaling from a stable core team of 700 FTE up to 1,200 FTE over the months leading into July - October. Therefore, staffing models in their contact centre offering needed to be agile and scalable to cater for the rapid spikes.
But, the challenge is not just about volume. High quality outcomes need to be maintained all year round, including throughout the more volatile period. Every interaction had to meet the Agency’s quality benchmark, ensuring accuracy, legislative compliance and excellent caller experience.
A collaborative, responsive and agile approach was imperative to achieve shared success that was built around adding value, flexibility and trust. We employed both web chat and traditional channels to achieve a strong First Call Resolution rate was absolutely vital in peak periods.
The nature of the work that the client does means that its customer interactions are often delicate and complex. There are a lot of strict compliance issues and privacy and identification play a huge role. We implemented a people management program that allowed us to deliver a high level of service quality no matter the time of year or the volume of inbound calls.
Flex-to-Core Model: Redefined seasonal staffing for agility and cost efficiency.
Talent Pipeline Management: Maintained a continuous pipeline of candidates and used predictive analytics to forecast staffing needs, minimising over/under-staffing ensuring efficiency and agility
Ramp-Up Strategy: Through effective planning and forecasting Probe allowed for rapid deployment with efficient training, ensuring immediate productivity and ROI.
Customer-centric service delivery: Inbound call volume was the priority, with some services offered in the areas of outbound soft touch payment reminders and correspondence.
Engagement approach: Focused on delivering strategic value by maintaining a highly engaged workforce aligned to the Agency's objectives.
Specialised Training Packs: Developed bespoke, scenario-based training modules delivered by subject matter experts and certified by the Agency's compliance team, reducing the Agency's risk profile.
Cross-Skilling: Core specialists were cross-trained across multiple workstreams to provide immediate high-level support and mentorship for seasonal staff, maintaining a high-quality culture during peak periods.
Secure and compliant operations: Specialists were rigorously trained in matters concerning security and compliance.
Pathway to Excellence: As part of our commitment, Probe CX launched "Pathway to Excellence" in August 2024, which has ultimately resulted in a significant drop in complaints.
As a result of the solutions we have delivered, and the strength of our ongoing relationship, Probe CX is now consistently ranked as this client’s number one ranked supplier.
We achieve this by focussing on delivering strategic value and maintaining a highly engaged, highly trained and Agency certified workforce aligned to the Agency's objectives. Delivering exceptional customer experience for our client.
Number 1
Probe CX is now consistently number 1 ranked supplier.
Agency certified
Highly engaged, highly trained and Agency certified workforce customer interactions from voice to digital
"Pathway to Excellence"
Probe launched "Pathway to Excellence" in August 2024 resulting in significant drop in complaints.
