Manager Customer Support
1:35 PM CASE STUDY: Workcover Queensland: Reducing Absenteeism by Building Staff Capability and Improving Workplace Culture
Workcover Queensland’s contact centre holds 72 seats and takes 1500 calls a day covering safety and work-cover within the state. However, back in 20XX they had a high level of absenteeism and had to over-schedule the expected number of employees each day in order to maintain consistent service levels.
- Achieving 11.5 days per person of absenteeism by building a team mentality
- Changes to workplace culture that lead to stronger staff engagement
- Undertaking capability uplift in agents in order to create a culture of trust