The Department of Industry, Tourism and Resources business program division, AusIndustry, has renewed its contact centre services contract worth $1 million over two years.
Under the deal Datacom will maintain responsibility for AusIndustry's information hotline and assistance with first-level helpdesk functions from its North Ryde contact centre facility.
The vendor will also maintain accountability for the department's inbound customer enquiry and fulfillment services, answering customers' queries on the various AusIndustry products as well as providing helpdesk support and technical queries.
The contract also includes provision of monthly outbound customer satisfaction surveys to identify opportunities for enhancing service.
Underpinning Datacom's technical solution is a custom-developed CRM platform, which AusIndustry self-adminsters, and the deployment of a Web-enabled access portal derived directly from call centre PABX reports.
AusIndustry's previous hotline services agreement with Datacom, which ran from 1999 until December 2004, saw Datacom handle more than 120,000 customer enquiries.
Under the terms of this agreement, AusIndustry was mandated to undertake an extensive open tender review on the completion of the contract.