ActewAGL is an Australian multi-utility joint venture that provides electricity and gas services in the Australian Capital Territory and south-east New South Wales.

In 2022 we embarked on a program to replace our aging contact centre solution with a modern customer interaction solution. To ensure we maximised benefits realisation, we recognised the need to engage expert assistance and guidance for requirements analysis, approaching the market, solution selection and contract establishment.

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I have worked with Steve over the past 24 months and during such a tumultuous time with Covid-19, our success in migrating from full on-premise outdated telephony to VOIP/SIP and Cloud contact centres would not have been possible with Steve’s know-how and can-do attitude.

A trusted advisor who consolidated the work of multiple vendors to deliver the best outcome for McMillan Shakespeare,

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GMHBA is a not for profit health fund, covering more than 230,000 Australians and we pride ourselves on product choice, flexibility and customer service.  With an ageing telephony system, and some ongoing issues, the existing contact centre solution and telephony hardware wasn’t the platform for GMHBA to move forward with, so GMHBA engaged CCA to help understand the market and implement a new solution. [Read more…]

GMHBA are proud to operate a small local contact centre providing a high level of service, running an effective and efficient operation in Geelong to support an ever growing member base. Increasing complexity within the Private Health Insurance industry, technology trends, rapid growth and a multi branding approach prompted us to conduct a health check of our contact centre. CCA came highly recommended from a number of sources and were flexible with other commitments, at very short notice, to tailor a health check program specific for GMHBA. [Read more…]

I am incredibly satisfied with the return on my investment in engaging Contact Centre Action (CCA) with this review.

CCA delivered an exceptionally comprehensive, user-friendly and pragmatic report that clearly spelled out an approach to enhancing contact centre operations. The recommendations took into account both current and future requirements. The transfer of knowledge that occurred during the review process was an added benefit and meant that all the context necessary for understanding and implementing the review recommendations was created with my people. [Read more…]

CCA undertook a very comprehensive review of all aspects of our call centre, and provided me with a thorough document detailing their findings and recommendations which clearly showed they had understood and articulated the challenges we were facing going forward, and produced a business case that demonstrated significant financial benefits over a five-year period. [Read more…]

Contact Centre Action were engaged as strategic advisors to us to implement improvements to their customer service operations Australia-wide.

CCA provided input to key decisions in all areas of operation and technology across the entire project. [Read more…]

After researching the marketplace, Contact Centre Action (CCA) were engaged to investigate and document our current business requirements, suggest future client capabilities, asses business requirements and create a tender document, suggesting solutions and vendors that were capable of satisfying the requirements. CCA were then engaged to manage the entire tender process, assist with the evaluation of responses and solutions and provide input to the final selection process. [Read more…]

Based on CCA’s previous experience with several large-scale speech recognition and voice biometric deployments, we regularly engage them to provide project management resources, and assist us with customer requirements gathering and solution design workshops. [Read more…]

Thank you for your excellent Telephone skills training workshop for the Customer Service Unit here at Wyndham City and the obvious knowledge & enthusiasm that you had to guide everyone through. This was not an ‘off the shelf’ session. It was customised and tailored to our needs which clearly showed CCA’s appreciation and understanding of what we were wanting to achieve. [Read more…]