Media Release
Centrelink’s call centres shine in state awards
2 August 2007
The Minister for Human Services, Senator Chris Ellison, said Centrelink’s call centres and its employees have proven themselves to be among the best in Australia.
Senator Ellison has congratulated Centrelink’s call network in winning four top honours in the annual Australian Teleservices Association (ATA) state awards.
Victoria’s Wendouree call centre has taken out back-to-back state titles as the Best Call Centre (between 50 and 120 staff); the Adelaide call operation claimed the Best Call Centre (over 120 staff) with Mandy Petry from Port Augusta named South Australia’s Call Centre Champion; while in Western Australia, Ingrid de Ruyter from Centrelink’s Perth call centre won the Teleprofessional award.
Senator Ellison said the Australian Teleservices Association awards recognise Centrelink’s commitment to delivering a high quality service to its 6.5 million customers.
“Centrelink has 25 call centres located around the country – many in regional communities – and handled around 31 million calls last financial year, making it the largest single-purpose call centre operation in the country,” Senator Ellison said.
“Its operations are diverse, providing specific services for customers in regional and remote communities, Indigenous Australians and people from non-English speaking backgrounds.
“In addition to servicing its regular customers, Centrelink’s call centres are integral in supporting Australians in times of crisis, including the on-going drought, the Cyclone Larry recovery efforts, the Hunter and Gippsland floods, as well as forming part of the Australian Government’s disaster response in the wake of the London and Bali bombings.”
Senator Ellison says despite increasing pressure on Centrelink’s call centre network, the Government is ensuring Centrelink has the capacity to handle the extra workload.
“The Government is expanding Centrelink’s call centre network, including in regional centres, providing much-needed local jobs,” Senator Ellison said.
“For example, the Prime Minister recently announced an extra 150 staff will be employed at the Launceston call centre.
“Expansions are also taking place at the Hobart, Port Macquarie and Coffs Harbour operations, while a new call centre has been planned for Batemans Bay in NSW.
“And I’m also pleased to say that the award-winning call centre at Wendouree in Victoria has recently moved into a new purpose-built building in Gillies Street. In addition to the improved amenities and telephony facilities it’s resulted in the creation of another 32 jobs, 20 of which are full-time.
“I congratulate all Centrelink’s state winners for going above and beyond the call of duty, and wish them the best of luck as they represent their respective categories in the ATA National Awards in Sydney on 14 September.”
Media Contact: Michael Barrett – 0419 424 359.