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CSIA FOCUS
STEPPING UP IN A TIME OF CRISIS New South Wales was hard hit by the devastating bushfires that raged throughout 2019, faced a global pandemic from 2020 and bore the brunt of the recent catastrophic floods. In times of crisis such as these, expert guidance, advice and compassion are needed. Service New South Wales’ support services stepped up during these times of crisis, with their expert call centre pivoting almost overnight from facilitating standard transactions to offering personalised support via an emergency support line. Their efforts were recently recognised at the Customer
Service Institute of Australia Awards, being awarded the 2021 Best of the Best Award, with their dedicated Contact Centre unit winning the Best of the Best award, the Customer Service Team of the Year and runner up for Service Excellence in large Contact Centre. Here Susan Ferguson, Director Contact Centres – Production at Service NSW, talks about the establishment of the support services, the dedication of its staff and why excellent customer service is vital, especially in times of crisis.
