Aussie Home Loans’ new in-house Customer Contact Centre is already leaping well ahead of the industry just days after going live.
The new team started taking 20 per cent of service calls in mid-October and within five weeks was taking 100 per cent of customer service calls and new customer enquiries, well ahead of schedule.
With 41 full-time staff located in the Sydney CBD next door to Aussie’s head office, the centre is handling thousands of incoming and outgoing calls six days a week.
Chief Executive of Aussie, Mr James Symond, said “From day one our customer contact centre’s service levels have been well ahead of this, and most other industries. We are delighted with the results, and the feedback from consumers and our brokers is beyond our expectations, especially in such a short period of time.
“This early success has really proven our view that in order to deliver more to our customers and brokers we needed to be directly managing our customer contact points and working as One Team. I expect us to further build on these results over the next year as we move to our new headquarters,” he said.
The centre is exceeding all industry measures regarding customer satisfaction, with its Net Promoter Score (NPS) currently averaging close to 60; well above the industry standard for NPS in Home Loan Contact Centres which floats between -10 and -20.
“The contact centre is a critical business function and a key part of our strategic and cultural objectives to deliver the best customer service proposition possible to our customers and brokers across all areas of our business,” he added.
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