Chief Operating Officer
9:10 AM Balancing the Offshore and Onshore Contact Centre at iSelect: How it has Expanded Employment, Innovation and Customer Experience
iSelect have maintained a good balance between their offshore and onshore contact centre, with key changes over the last year to expand operations in Melbourne and encourage growth within its Australian operations. Not only have they planned to move its service centre operations and data science centre in Victoria, but they have reduced offshore numbers by 60% and increased their Melbourne size by 13%. This session will explore iSelect’s insights and journey in two parts, and explore the successful balance of customer service, brand management and talent between offshore and onshore centres.
- Focusing on CX and NPS in order to track where customers are managed best
- Exploring a combination of data science and decision making to achieve the best customer outcome
- Creating new jobs and opportunities onshore: Giving capacity for business growth and focusing on attracting and retaining talented staff