Over the past year, Silver Chain Group’s national Contact Centre, which operates 24 hours a day, seven days a week, has continued to support the organisation to achieve its vision to deliver world’s best health and aged care services.
Our Contact Centre staff, located in both Perth and Adelaide, supported both the community and Silver Chain staff providing care to clients every day, by addressing their queries through more than 785,000 phone calls. Of these calls, more than 135,000 were referrals.
To ensure the Contact Centre continues to support Silver Chain – a changing organisation with strong growth ambitions – the focus for the past year has been future proofing.
In a consumer-driven market, we must put the client at the centre of everything we do. We have started focusing on and measuring customer experience to ensure our clients are left with the impression that Silver Chain provides world’s best services to them.
Customer service means delivering the correct information to clients, to help them with what they are trying to achieve. We are continuing to build the technical knowledge of the team and ensuring it is kept up-to-date.
We have also been looking at the Contact Centre’s productivity and efficiency and a number of initiatives have been undertaken, and will continue over the year ahead, to help us to become a leading Contact Centre in Australia.