27 - 28 August, 2019 ǀ Swissotel, Sydney, NSW

Jody McLaren


Manager Customer Support
WorkCover Queensland


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


Check out the incredible speaker line-up to see who will be joining Jody .

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