Articles with 'wait times' - CX Central

November 21, 2024

Australian call centres longest wait times

Australian call centres longest wait times

April 16, 2017 Last Updated: December 16, 2023
Justin Tippett

In Channels Nine’s latest bid for a Walkley Award, reporter Nat Wallace’s investigation has revealed Australia’s longest call centre wait times. Its a hard-hitting piece of journalism that leaves no stone unturned in hunting down the worst offenders.

Centrelink call centre

The Centrelink call centre

March 8, 2017 Last Updated: December 16, 2023
Justin Tippett

The Centrelink call centre certainly has its fair share of critics with horrendous wait times (if you can get through) but are things about to change in 2020?

child abuse hotline with 42 per cent abandoned calls

Child abuse report line call centre failure

January 14, 2017 Last Updated: November 25, 2019
Justin

One South Australian Government agency is experiencing a 42% abandonment rate resulting in over 14,000 missed calls on their child abuse report line.

Average wait times blow out on Child Abuse Hotline in South Australia

Average wait times blow out for child abuse hotline

October 25, 2016 Last Updated: November 25, 2019
Justin

Shocking news in South Australia as average wait times blow out for child abuse hotline to over 60 minutes and the Minister’s excuse is, well, pathetic.

The Medibank Customer Service overhaul 2019

Medibank customer service overhaul

August 22, 2016 Last Updated: April 6, 2021
Justin

In welcome news for their long-suffering customers, the CEO has announced a Medibank customer service overhaul after years of poor service takes its toll.

Child Abuse Hotline Failure in South Australia

Child abuse hotline failure

July 29, 2016 Last Updated: November 20, 2019
Justin Tippett

SA Government Ministers horrific excuse about call centre performance and why we shouldn’t worry about abandoned calls to the child abuse hotline.

Australian call centre wait times investigation

Call Centre Wait times investigation by A Current Affair

January 25, 2016 Last Updated: January 14, 2020
Justin

A Current Affairs has conducted a call centre wait times investigation of key Australian companies and there are some pretty ordinary results.

Why the AHT metric should be extinct

November 9, 2016 Last Updated: June 30, 2023

With changes to the way contact centres operate and a higher focus on quality, its about time you stop using the AHT metric for call centre agents.
Understanding Erlang C for call centres

September 21, 2018 Last Updated: August 8, 2023

A great podcast to fast-track your learning of the Erlang C formula that is used to calculate workload and service levels in a call centre. Fundamental to all call centres!

How Leaders Build Teams

February 11, 2015 Last Updated: July 15, 2020
The 5 traits of emerging leaders

January 30, 2015 Last Updated: July 15, 2020
15 Essential Habits of Amazing Call Centre Team Leaders

June 10, 2020 Last Updated: September 12, 2021

Instant Employee Rewards

April 18, 2018 Last Updated: March 12, 2020
A 5 step guide to staff engagement

November 29, 2014 Last Updated: January 4, 2020
3 Golden rules for employee recognition

January 6, 2015 Last Updated: January 4, 2020

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