Success for WA Silver Chain’s Customer Operations Centre

Posted March 19th 2008

by DPS

WA’s community care services provider, Silver Chain’s Customer Operations Centre, has been recognised in 2007-2008 for state, national and now international excellence awards in 2008.

Awards include the 2008 Contact Center World CCW International finalist APAC for the Best Contact Center 51-2
agents; 2007 Customer Service Council (CSC) Best in the West – Outstanding Achievement, 2007 Australian Teleservices Association (ATA) Best Teleservices Centre 50-120fte WA- and ATA National Finalists.

More than 10 years ago Silver Chain created a small customer centre to help centralise incoming calls and to provide better access to Silver Chain services for staff and clients.

In 2006 the Silver Chain Customer Operations Centre adopted an innovative ‘gateway’ model; a centralised communication portal for rural, remote and metropolitan services, 24 hours a day, seven days a week. The Customer Operations Centre allows easier access to referrals and screenings for health services, data management and service instruction and accommodates over 80 health and community programs across WA and recently, interstate.

The core of this model is to enable our direct care staff to focus on providing services in the community and for clients to get access to Silver Chain services at anytime of the day or night.

Silver Chain is now a recognised national leader in Customer Service and is helping other health and community providers to initiate this model within their organisations, both in WA and interstate.

Every call at the Silver Chain Customer Operations centre is answered by a genuine and caring person. Each year more than 1.5 million customer activities are carried out for any one of Silver Chain’s 80,000 clients, staff, volunteers, carers or service providers entering, utilising or exiting its services.

“We are breaking new ground as the centre has now been named an international finalist for the Customer Center World Awards for the APAC region amongst a number of credible organizations across Australia, Japan and Indonesia. This is a first for a Western Australia based organisation – also for the Health and Community sector and for the not for profit sector in Australia,” said a Silver Chain spokesperson.