Serco’s Transperth contact centre has been named Western Australian Contact Centre of the Year in the latest Auscontact Association Awards.
The Centre, with fewer than 30 full time employees, is managed by Serco on behalf of Transperth, answering calls to the Transperth InfoLine and directing the public with information regarding fares, timetables, ticketing, lost property and general enquiries.
Contract Director Andy Wood said the award recognised the staff commitment to its customers with the centre receiving more than 1.1 million customer inquiries a year.
“We always strive to deliver the highest levels of service and customer satisfaction, working in partnership with our clients. I am delighted that the efforts of the Serco team and Transperth have been recognised by the Auscontact Association judging panel,” Mr Wood said.
“This award reflects Transperth’s externally measured customer satisfaction results, which consistently show passenger satisfaction with Serco’s delivered services being in excess of 90 per cent year on year.”
Lynne Devine, the Serco Transperth Contact Centre Manager was also named as a finalist for the Contact Centre Manager of the Year (WA) award.
The Auscontact Association National Awards are recognised within the contact centre industry as being the pre-eminent awards program, recognising achievement at the highest level. Entrant’s performance is assessed against a number of criteria including; achievement of objectives, management of work volumes, Management Information Systems, Human Resources practices, communication, process improvement, employee engagement, customer experience, and costs.
The Serco Transperth team will now go on to represent Western Australia at the National Awards to be held in October 2014 in Melbourne.