30% increase in call volumes. Over 75,000 written applications. A workforce forced to social distance.
This is what the Department of Transport WA were forced to handle amidst the coronavirus pandemic.
Their solution? Implement a virtual contact centre within 3 days. With the stress on and the clock ticking to decrease call volumes, the team worked to roll out a cloud-based virtual contact centre, a new IVR system and limitless laptops to maintain a fully operational contact centre environment.
In this energetic session, learn how Joan Brierly, Director of Service Delivery at Department of Transport, developed a team of agile operational leaders that were able to pivot their people quickly in the wake of so much chaos!