Behavioural science transforms Broadspectrum’s National Contact and Coordination Centre

Broadspectrum has officially reopened the company’s remodelled National Contact and Coordination Centre (N3C) at their Parramatta headquarters.

Managing Director and Chief Executive Officer, Tom Quinn, and Chief Financial Officer, Toni Aliana, conducted the formal ribbon-cutting ceremony to declare the N3C reopened. Following the ribbon cutting, Tom and Toni toured the remodelled centre to talk with staff about their work, gaining insights into the complexities of call centre management.

The remodel is part of Project Iris, a three-stage development to the N3C that aims to reduce reactive maintenance spend for our clients by transforming the way we use our call centre. Project Iris is aligned with the N3C’s ethos: “We are here to help”.

Manager of the N3C, Petula Freese-Chadwick, said: “Project Iris is a transformational opportunity for the N3C to showcase how we can collaborate with our clients to enhance our long-term commercial outcomes by improving our systems, our environment, and establishing a greater customer and agent experience.”

A crucial component of Project Iris was the partnership between the N3C and the University of Technology Sydney (UTS) to redesign the call centre experience. UTS researchers studied the key moments of interaction between the caller and agent, and applied behavioural science interventions to enhance the experience.

The N3C is now working with the University of Sydney and Western Sydney University to create pathways to engage with university graduates, such as Uni 2 Beyond and Women in Science and Engineering (WISE). “The drive to create these pathways stems from the exposure a candidate would receive by being part of the N3C and working on major contracts in different sectors,” Petula said. “Candidates will have the opportunity to engage with various teams within the organisation to facilitate progression into the candidate’s desired field.”

The N3C is an end-to-end solution for a range of Broadspectrum’s clients, including Defence Base Services, the NSW Land and Housing Corporation (LAHC), Family and Community Services (FACS) tenants, NSW Schools, and Queensland Police Electronic monitoring. The N3C services more than 60,000 housing properties, 670 daycare centres, 37 government agencies, defence sites in five states, and NBN NSW. The contact centre operates 24/7, every day of the year and receives close to a million calls a year.