• Call Centre Satisfaction Survey 2012–13 annual report




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    End of attention

    The Call Centre Satisfaction Survey began in September 2005, with further waves in April 2006, March 2007 and December 2007. The survey was transitioned to a monthly survey approach from December 2008, to enable continual tracking of key service measures and understanding of client satisfaction.

    Key insights from the research

    In 2012–13, the ATO call centres handled approximately 10.5 million telephone enquiries. The Call Centre Satisfaction Survey 2012–13 annual report found that perceptions of, and satisfaction with, ATO call centre performance are still very favourable across all infolines.

    All aspects of performance are well received, particularly the service representatives’ performance and the information they provide. Performance differs very little by Infoline used or time of the year, which suggests a level of consistency in the service provided. The overall quality of service provided met or exceeded expectations for 90% of clients (up from 88% in 20011/12); only 4% felt there was a need for improvement (down from 5% in 2011/12).

    The ability of the service representatives to understand clients’ needs or problems (89% up from 86%), the ability to clearly explain things (87% up from 85%), and perceptions of the service representatives’ knowledge of issues relating to the query (84% up from 80%) were all improved.

    More than 8 in 10 clients believed the information provided met or exceeded their expectations in terms of clarity, meeting their needs and accuracy (86%, 84% and 83% respectively). In relation to first-call resolution, almost 8 in 10 clients (78%, compared to 73% in 2011–12) had their query resolved the first time they called, while 19% of all clients did not have their query resolved on the first call.

    Transferral and connections performance, although still rating relatively well, are less favourably perceived than other service aspects. The specific aspect of service which appears to be damaging satisfaction most is call connections, particularly time take to reach the service representative.

    The comments indicate many clients are frustrated with the wait time.

    It should also be noted that results for March and April are generally less favourable than other months of the year, with wait times being the main factor affecting these results. This is explained by the number of new call centre staff recruited and trained during this period in preparation for the tax time peak period from July to October. Additionally, the ATO call centres in April 2013 experienced some telephony and system problems that contributed to wait times.

    The research provider, based on analysis of the findings in the 2012–13 Call Centre Satisfaction Survey, has made the following recommendations to help improve time taken to research a service representative:

    • Examine the possibility for targeted training on first-call resolution.
    • Reduce the demand/pressure on the call centres by improving and promoting the capabilities of the ATO website.
    • Ensure relevant message are provided when callers are on hold.

    How the research is being used

    • Regular tracking survey to monitor client satisfaction with our call centre service delivery provided us with a more accurate and complete picture of the health of our call centre service delivery.
    • Feedback from this survey complemented existing quality assurance processes and the ATO’s service commitment framework.
    • By tracking experiences and setting targets – for example, 80% or more satisfied, and 10% or fewer are dissatisfied 1 – we also commit ourselves to maintaining a high standard of service, and to continually improving our performance over time.

    Find out more

    Read the full report here:

    Call Centre Satisfaction Survey Annual Report 2012/2013 

    End of find out more
    Footnote 1

    This is a broad indicator of satisfaction based on the recommendations of the Australian Communications Authority.

    Return to footnote 1 referrer

      Last modified: 14 Oct 2014QC 42827