It’s a service many Brisbane residents take for granted – Council’s call centre.
It’s open 24 hours a day, seven days a week – with operators taking thousands of calls and answering thousands of questions every single day.
It was opened by then Labor Lord Mayor Jim Soorely and on the 14th of October 1996, the contact centre received it’s very first call.
In it’s first two years of operation the centre received 2 million calls – that’s around 5,400 calls per day!
But staff at the contact centre didn’t just help residents over the phone, they assisted face-to-face, via text message, email and through online forms.
As the year went on, the call centre evolved. Nowadays social media is another huge tool they use to receive requests and answer residents’ questions.
Customer satisfaction rates are currently sitting around 94%.
The centre has won multiple awards including the ACSA Awards State winner for medium-size call centre and the Australian Telemarketing Association (ATA) State winner for call centre of the year.