A centralised system to manage the hundreds of thousands of enquiries directed at its Transport Registry Centre (TRC) every month was a pressing need for The New Zealand Transport Agency.
The TRC serves as the source of information regarding the Motor Vehicle and Driver Licence Registers. With up to 120,000 calls and emails directed at the Centre every month it was becoming increasingly important to have a centralised system that all customer services representatives could access.
The key requirements were to:
- Provide consistent and timely information to staff across all sections of the TRC.
- Help enhance staff awareness and knowledge to reduce call escalation.
- Provide one source for finding information.
- Capture and retain corporate knowledge.
Assura was selected via a tender process to provide a new solution for TRC’s internal information system. Assisting with the reduction of call resolution and training times was also high on the agenda.
Previously, customer service representatives could access information from multiple sources. This lead to potential conflicts in information; longer response times; and a lack of confidence that they answers they were giving to customers were correct.
The TRC needed service improvement quickly so customers could receive fast, accurate answers. Similarly, if 10 different customers called 10 different representatives with the same enquiry, there had to be an assurance that they would all be given the same answer.
Assura installed a new software platform which meant TRC staff now had an easily accessible tool from their own drive to provide fast, accurate and consistent information.
Installation and implementation of the new Assura system was relatively simple. The primary administrator undertook a three-day training course and Assura then provided an internal four-hour course to all customer service representatives.
Feedback received was that TRC staff found the new Assura system user-friendly, and much easier to access the right information. Staff also quickly adopted it as ‘their’ system and now consider it much more than just an administrational tool.
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