Brisbane, 26 September 2016 – QPC, the specialist contact centre services and solutions company, has won a contract to supply a comprehensive suite of managed services to provide ongoing support for contact centre and telephony applications infrastructure at Toowoomba Regional Council.
Under the terms of the deal, QPC will provide third-party support for future upgrades to the council’s existing Interactive Intelligence Customer Interaction Center (CIC) omnichannel customer engagement software suite, as well as consultancy support and regular health checks to ensure that the council is using the technology to maximum advantage.
Toowoomba Regional Council originally deployed Interactive Intelligence more than five years ago following the 2008 amalgamation of local governments across Queensland which saw the bringing together of Toowoomba City and Milmerran, Clifton, Cambooya, Pittsworth, Jondaryan, Rosalie and Crows Nest Shire Councils into one ‘super council’ servicing more than 160,000 people.
In recent years, the council has continued to maintain its contact centre operations in eight separate centres staffed by 40 agents but has extended the CIC functionality to include applications such as call back services, recorder and feedback modules, and workforce planning. Residents now have one single point of contact for all council enquiries but the council maintains a presence in each of the service centres, and provides automated routing to the correct facility or relevant department.
Customers no longer have to think carefully about how or where they contact the Council. A single telephone number offers 24 hour a day service and a centralised contact point for any queries. Incoming calls are automatically routed to the next, most appropriate phone operator regardless of location. Counter staff in regional offices also use the system to manage and log queries.
In addition, a workforce planning module helps efficiently roster staff while an auto call back option enables customers in a phone queue to leave their details and hang up without losing their place in the queue.
The decision by Toowoomba Regional Council to select QPC follows a comprehensive tender process in which several vendors were evaluated.
“QPC met all our criteria for the managed services contract, including their cost, expert team skills and range of services offered. As they are expert in driving great outcomes from the Interactive Intelligence technology we are very confident that the council will benefit from a seamless transition to QPC for our managed services requirements and contingency planning strategy,” says Kirrilly Rowan, Manager Customer Service, Toowoomba Regional Council.
Toowoomba Regional Council is the ninth biggest local government organisation of the 74 regions in Queensland and governs an expansive $4 billion asset portfolio. The council employs approximately 1800 staff across the region dedicated to delivering excellent customer service to the community, residents and visitors throughout the region.
“We are delighted to have won this managed services contract and to support the council in its aim to deliver high quality services to the community while enhancing efficiency, customer service and innovation,” says Peter Levine, Commercial Director, QPC.
QPC is already being engaged by the council to investigate potential new upgrades to add the latest functionality to its contact centre infrastructure.
“Our ultimate aim is to ensure that our contact centre operations contribute to create a great customer experience for residents and businesses in the region,” added Rowan.
QPC has been at the forefront of contact centre innovation for more than 20 years and was originally founded in 2002 following the merger of Callscan and Quality Plus, both of whom shared a common heritage in providing world class contact centre solutions.
The company’s focus remains on delivering our customers with services and solutions that improve their engagement with their customers. This is achieved through a focus on voice and multimedia platforms, performance management, resource management, quality management, customer analytics, consulting and education services.
QPC today has offices in the United Kingdom (Head Office), the United States Sweden, United Arab Emirates, South Africa, and Australia. For further information, visit: www.qpc.com