Datacom have entered into a 3-year contract with the Department of Home Affairs to provide client enquiry services as part of the Department’s programme to modernise its visa and citizenship services.
Speaking from Sydney, Jonathan Ladd, Datacom Group CEO said, “The Department has a need for long term, cost-effective client enquiry services which will reduce the wait time and improve access to information for the 1.5 million client enquiry calls that are received each year.
“To be awarded the Department’s immigration client enquiry contract after a rigorous procurement process demonstrates Datacom’s leadership and innovation in the provision of customer care services in Australia.
“Datacom Connect will establish a contact centre service that provides an efficient optimised client experience, providing information and assistance to people enquiring about coming to Australia, whilst the Department will retain all decision-making powers,” Jonathan added.
Kirsty Hunter, Managing Director Datacom Connect said, “This contract builds on Datacom Connect’s successful customer care operations for other significant government clients.
“Our focus in the first year will be to consolidate three globally distributed contact centres into one location, to create Australian jobs and optimise efficiencies.”
Datacom will augment its current contact centre expertise by recruiting additional skilled and talented people to support this contract. Recruitment activities are underway for a range of roles, including customer service agents and specialist training and leadership roles.
Approximately 250 Datacom employees dedicated to delivering services for the Department of Home Affairs will be based at Datacom’s state-of-the-art customer care operations, training facility and IT Hub in Adelaide.
The transition of services from the Department’s current service centres in Sydney, the United Kingdom and Canada will occur progressively with full implementation expected by mid-2018.
Over the life of the multi-year contract, new technologies and innovation will be introduced to further enhance customer experience and improve the efficiently of the contact centre team.
“We have already seen how the application of contemporary technologies has supported the migration to digital engagement with customers, through the successful introduction of the virtual assistant ‘Alex’ at IP Australia. We are excited about what we can create and develop with the Department of Home Affairs,” Kirsty added.