Broadspectrum owns and operates both an Australian and New Zealand contact centre, which answers and actions our clients’ calls, including those from distressed and disabled people, 24 hours x 7 days, every day of the year. With specific and contracted protocols for threat of life calls, we have robust arrangements for interpreter services.
Accredited by both State and Commonwealth agencies, we are Australian based dedicated employer of disabled and indigenous people, with no offshoring, and a strong business continuity planning.
Based in Parramatta, NSW, and Wellington New Zealand, we are a permanent solution with strict response time KPIs. Satisfaction rating independently conducted by NSW Housing on the contact centre has always been in the high 90%.
We are not a volunteer organisation - the integrated contact centre is aimed at providing exceptional customer services, delivering maximum value to our clients via our quality certified efficient business processes and innovative state of the art technology solutions. We have specific and contracted protocols for threat of life calls
For more than 16 years, our team has been providing the essential link to deliver services as a strategic partner for multinationals, government and a range of private clients who understand the importance of quality customer service.
With proven experience integrating with our clients, combined with the capacity and capability of our technology and systems we are able to provide large scale, repeatable delivery of services across our significant geographical coverage.
Utilising our dedicated analytics team and advanced reporting tools enables our clients to see how their business, buildings, assets and critical infrastructure are performing in real time, ensuring that any customer interactions have an immediate impact on the services we provide, enabling better value for money decisions and improved insights to performance.
Such a coordinated system of people, processes and technologies needs the most sophisticated and well-considered strategies and we have demonstrated experience in high-quality delivery for New Zealand and Australian clients.
Our contact centre manages:
- 12 million conversations per year
- 2 million transactions per annum
- 6 million emails
- 20 million assets maintained
- More than 200,000 sites across Australia and New Zealand
- 24/7/365 helpdesk. We never close.
- Mobile Workforce Solutions
- Facilities Management
- Helpdesk Solutions
- Multi-lingual / Cultural Solutions
- After Hours Support
- Business Continuity / Crisis Management
- Lone Worker & Welfare Monitoring
- Multi-Channel solutions (Email, Web portals, Live Chat, IVR, Social media)
- SMS / Mobile Campaigns
- Work order management
- Inbound / Outbound Call Solutions
- Customer Management / Experience Solutions
- Smart SAP, ClickSoftware, Avaya, Tableau, Customer Portal systems and reporting capability