To Whom It May Concern

Insight Contact Centre Services

Insight Contact Centre Services took over the provision of after hours call handling services for the City of Joondalup on 7th July 2003.

During the set up period, thorough examination of the City’s needs was conducted to ensure that set up covered all required services of the City. The support offered by Insight during this time was exceptional and the set up although having to be done in a very short time frame due to the City having to transfer from another provider was done professionally, effectively and accurately. The City has a vast range of services therefore the set up of scripting was very comprehensive.

Since July, we have found Insight to be very responsive to our needs and to that of our customers. Calls are received in a professional manner by Insight’s agents and the information is transferred to the relevant officer in a timely and accurate manner.

I would recommend the services of Insight Contact Centre Services to anyone who requires a call centre service.

If you have any further enquiries or require any further information, I can be contacted on 08 9400 4351.

Yours faithfully
Fiona Looker
Customer Service Coordinator

18 August 2003

To whom it may concern

In July of this year GMC Power tools entered into an agreement with Insight Contact Centre Services, to accept international callers in the U.S.A relating to after hours service and spare parts support of a range of power tools.

The advantage of this service is that it is available 24 hours a day seven days a week, calls are answered under our instruction by highly trained call centre agents. Our call volumes have steadily increased and are now in excess of 150 calls per month.

We have found the service to be professional, and the email information, which is forwarded daily, is meeting our requirements.

Marketing support is satisfactory and we are confident the service levels will be maintained over the term of the agreement.

Yours sincerely
Joy Pedersen
Operations Manager

I would like to extend my thanks to you and your team for providing such an excellent service over the past two months.

I have been very impressed by the professionalism and in particular the enthusiasm demonstrated by yourself and your team. The transition from one service provider to another was made relatively easy due to the excellent work that Tania did to set up our new service. All of my requests for amendments or additional call types have been received and actioned within acceptable timeframes.

We have developed a strong partnership with your organisation and in particular your operators in a short time. The after hours partnership with Insight has improved our response to customers 24 x 7. We have reduced the number of unnecessary callouts, our response times, and the overall management of our after hour’s calls has received favourable feedback from our customers, councillors and staff members.

The City was very hesitant to make the move to a new service provider. We had experienced some difficulties with our previous provider in relation to the tyranny of distance, isolation and the diversity of our business – local government. Thankfully, the move to a new provider was the right one. If we have a problem we ring and it is solved. My team members feel comfortable in the knowledge that if they need to clarify something, they can ring and speak to the operator who took the call. We could not do this previously. This has streamlined our processes and allows us to respond to customer needs within minutes of their call.

Once again, thank you for your commitment to service. Please pass on my congratulations to your team.

Kerry Toop
Program Manager – Customer Service