Another win for Housing’s contact centre

Manager Housing Direct Tracy Thompson
Manager Housing Direct Tracy Thompson accepted the award on behalf of the team

​The Housing Authority’s Housing Direct contact centre has been named Australia’s best contact centre in the ‘21-49 Full-Time Employees’ category at the National Auscontact Awards.

After months of intense deliberation and state award ceremonies celebrated across the nation, the 2016 Auscontact State Award winners converged in Brisbane on Friday, 14 October to compete for the national titles.

Almost 250 guests gathered to honour the highest achieving individuals and centres in the Australian contact centre industry that have stood out amongst their industry peers to demonstrate real passion, leadership and innovation.

Housing Direct’s win was an enormous feat, with the team facing competition from Adelaide City Council, Queensland Urban Utilities and the World Nomads Group.

Manager Housing Direct Tracy Thompson said she was extremely proud to stand on the winner’s stage and accept the award on behalf of the team.

“The Auscontact Awards are highly prestigious and highly competitive,” Tracy said. “This is an incredible accomplishment for our team.”

Tracy said there was a rigorous submission that had to be lodged for the judges’ consideration, and that winning the award showed that the team had performed at a national level against all of the award’s criteria, which considered the following:

  • The centre’s commitment and achievement to high level recruitment, training and development of staff
  • The centre’s use of, creation of, and performance against, its KPIs
  • How the centre manages and delivers customer service resulting in customer satisfaction
  • Staff engagement and a positive, engaged culture
  • Corporate Social Responsibility
  • The value the centre brings to the organisation
  • Why the centre shines

“To have won this award at a national level proves that we have exceeded all of the above criteria which we could not do without everyone’s contribution,” Tracy said.

The Auscontact Awards are recognised across Australia as the pre-eminent customer contact awards program. The program identifies the top performers across multiple individual and centre categories, recognising achievement at the highest level.

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