Western Australian outsourcer Telads launched its $150,000 virtual call centre built for the Australian Tourism Industry last week.
The centre spans more than 4500 destinations across the State and was developed in conjunction with Telads' sister company, voice recognition specialist Telemanagement.
Telads won the call centre tender from Telemanagement in November last year, largely because of its ability to manage the system remotely after completion. General manager of Telads, Alan Sharpe, told ARN that Telemanagement would have won the bid had Tourism wanted to own its own infrastructure. Tourism considered it to be a high-risk venture however and preferred to outsource the solution.
"Telads already has a high level of redundancy built into its systems. The cost [for Tourism] of reaching that same level themselves would have been hefty," said Sharpe. "Also, from a risk point of view, for someone to offer a turnkey solution and then turn around and walk away wasn't a comfortable position for them to be in."
Telads will reap an on-going monthly service and high-level management fee from Tourism to cover call costs to the various 4500 centre locations. Each visitor centre receives a detailed bill with complete statistics on the number and length of calls, and the top 10 caller enquiries for the month. In addition, they can see if they've lost any calls or whether calls have been defaulted to Perth due to congested lines, claims Sharpe.
"With one call you can go anywhere in the State. The aim of the game is to transfer the caller to a local expert," he said.
How the virtual call centre works
- Call centre is accessed through a national 1300 number.
- Telads system asks what destination, region or specific site the caller requires information about.
- The system then switches them through to the relevant local tourism office after checking its pre-programmed hours to ensure it is open.
- The system informs the receptionist at the visitors centre that it is a network-relayed call about Perth, for example, so they can maintain the momentum of the call.
- If it is outside centre hours, or if all lines to the centre are busy, the system will default the call to a neighbouring tourist office where practical, or to Perth.