This guideline provides important information for agencies considering the establishment of a Call Centre as part of their service delivery strategy.
The guideline outlines the key criteria that should be used in approaching the establishment of an internal call centre, with advice given according to industry best practice. The main sections in this guideline examine:
Assessing the need for a call centre to be created, researching anticipated benefits and identifying required resources;
Planning and development decisions, addressing size, location and financial issues;
Practical establishment factors, such as telecommunications, facilities, staffing and marketing.
Call Centres - or Customer Contact Centres - now play an important role in the delivery of government services, as agencies require more cost-effective strategies for service provision.
This guideline is primarily for agency level practice but to meet government requirements it should be applied to individuals, sectors and whole-of-government programs. The guideline directs readers to other sources of information standards and legislation, and contains appendices outlining various steps in the establishment of a call centre.
This guideline is best read in conjunction with the Operational Guidelines for Best Practice Call Centres.