Government Campaign Solution

Delivering high quality, on-time information and support for the Australian Census.

The Challenge

Stellar was engaged to provide short-term contact centre solutions to handle inbound customer enquiries with regard to the Australian Census. This equated to 746,000 calls with an exceptionally high peak during one week of the 12 week campaign. In addition to the calls, our contact centre team was asked to handle emails, faxes and letter responses.

The Solution

Our contact centre specialists devised the following:

  • Established a flexible telephony and campaign management solution.
  • Managed workflows for calls and back office activities.
  • Provided scales of solution and a robust call centre platform.

The Result

  • We employed over 1,300 team members at 7 sites using 750 seats.
  • Answered over 730,000 calls and 16,000 emails.
  • Although calls were in excess of forecast, our average service levels were maintained over the 12 weeks.
  • Our innovative campaign management system supported scripting and FAQs successfully throughout the service.
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