Joan Brierley

Director Service Delivery Driver and Vehicle Service Department of Transport WA

23 FEBRUARY 2021: VIRTUAL DAY 1

Tuesday, February 23rd, 2021

11:10 AM When the Race is On: How We Pivoted our Organisation and Put Together a Virtual Contact Centre in Under 72 hours!

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!

  • Managing the back office in light of increased call volumes and manual applications
  • Developing a clear BCP and employee framework to allow contact centre teams to remote work in times of crisis
  • Creating an agile and productive contact centre through implementing the right tools and skillsets