Melbourne Operations Expand

Well Done has retained the Bayside City Council support service at tender and has won the After Hours Telephone Answering Service for the City of Port Phillip. As a result, we are pleased to announce that over the the next 6-12 weeks we will be expanding our Council Services Team in Melbourne and extending hours of operation there to 10pm weekdays and 8am-4pm weekends.

As this is phased in our Victorian Council clients will be answered at the Melbourne Contact Centre as a first priority with call overflows and supplementary 24x7 cover being provided by Council Specialist agents in New South Wales and South Australian Contact Centres on our National Network.

Posted February 2013

New Contact Centre opened in Adelaide

Well Done has opened a new call centre in Adelaide following its successful tender to handle South Australian Council support services with Local Government Corporate Services there.

Along with operators at our Melbourne contact centre, the Adelaide operators have received intensive training in our Council services and both centres will back up our Dedicated Council Response Centre in Nowra.

Located in a region with quite different weather patterns to our East Coast operations, the Adelaide centre will also serve as an important backup to our emergency support services during increasingly common incidences of natural disasters occurring in different regions at once.

Posted January 2012

Well Done is now the official FM Call Centre in Australasia for Emergense, a leading web-based FM management system.

We support and recommend this software because it offers better management control and reporting for both call centre and the main users than other systems that we have seen. Team Leaders can also monitor ETAs for multiple clients through a central log in, allowing us to defer manual escalation of a job logged by either client or the call centre until they are listed as overdue.

For more information about Emergense, please contact Corporate Intelligense direct on 1300 858 252.

Posted September 2011

New Client Services Request ticketing system

Well Done now has in place a central ticketing system for CSR requests for roster or screen handling changes, operator training or investigation of issues.

Requests can be made via your Client Portal or by emailing the CSR direct to automatically create a central job ticket on our system. Your service request is then allocated to a staff member for action during business hours with an ETA relating to urgency that is visible to both Client Services and Operations Support teams and monitored until closure. Urgent requests after hours can still be called in to the Team Leader or on your own line for action within the company.

Trials of the CSR in June worked well and clients are being contacted now with details about how to access the system. Please call us on 1300 551 796 if you have any questions.

Posted July 2011

New Booking Application now available for Coupon Accommodation marketing campaigns

Well Done has developed a simple booking application to speed the handling of prepaid voucher bookings for clients in the tourism industry. It also sends out automatic notifications to customers and venues.

If you would like more information about how this works, or an opinion on whether this could work for your voucher campaign, please contact our sales team on 1300 551 796 during business hours for a consultation.

Posted June 2011

National Local Government Customer Service Network Inc Conference 12-13 May

National Local Government Customer Service Network Inc Conference 12-13 May to be held at Rydge’s Eaglehawk Resort, near Canberra. For full details http://www.welldone.com.au/csnconference The conference gives Local Government Customer Service managers from around Australia the opportunity to network and learn about current best practice in customer service in their industry.

This year’s conference theme is Your Customer Service DNA; developing the right framework, attitudes and systems in place to deliver effective Customer Service in government.

Well Done is pleased to be a major sponsor of the conference. For more information about the Network, please see www.csnetwork.com.au

Posted April 2011

PhoneIT GPS technology supported at Well Done

Well Done has integrated PhoneIT IP, voice and data alerts into our Customer Management Application to provide exceptional monitoring support for people, fleets and assets in a range of situations. More

Posted November 2010

New Bookings Specialist Contact Centre opens

Well Done opens a new specialist contact centre Well Done has established a new Diary Centre of Excellence in Melbourne. Operators have undertaken extensive training in the bookings software that we support, the contact centre has moved to new, larger premises and its hours of operation have been extended.

Booking clients being answered in Australia have been transferred to our new specialist bookings contact centre in Mitcham, Melbourne. This means that most booking calls will be answered by a dedicated team for personalized service.

General business calls for our Victoria clients are also routed to this contact centre.

Hours of Operation at the Diary Centre of Excellence are now: 8am-6pm EST weekdays and 8am-1pm EST Saturdays. Calls received outside these hours will be routed within our network to our 24 hour Contact Centre at our head office in Nowra at no additional cost to clients.

Posted July 2010