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Background
Over the past 40 years Metricon has built a reputation as one of Australia’s leading and most trusted new home builders.
Background
Over the past 40 years Metricon has built a reputation as one of Australia’s leading and most trusted new home builders.
Challenges
  • Short-term solution required while in-house call centre established.
Solutions
  • Emergency call centre established over weekend.
Outcome
No break in customer service for Metricon.

The Background

Over the past 40 years Metricon has built a reputation as one of Australia’s leading and most trusted new home builders. The award-winning company, has offices and display homes throughout Victoria, New South Wales, Queensland and South Australia – all supported by a contact centre, seven days a week.

So, when Metricon’s previous call centre provider informed them that they were going into liquidation at 5pm on a Friday night, the company was left with an immediate problem to resolve. They wanted to bring the call centre operations back in house, but needed support during the immediate interim period to ensure continuity of service.

The Challenges

  • Metricon had to ensure continuity of service after being notified about their former call centre provider going into liquidation.
  • The company needed a short-term solution while they established their own in-house contact centre.

The Solution

Fortunately, Metricon had anticipated a possible collapse of their previous provider. The company had put contingency plans in place in collaboration with On-Demand contact centre provider Salmat so it could react in the case of a contact centre emergency.

Part of the contingency processes included the creation of documentation detailing all the processes required to transfer the contact centre to Salmat (in the short-term) before the contact centre operation was finally brought in house by Metricon.

After being notified of their supplier’s closure on the Friday night, the Metricon team worked with Salmat over the weekend to create a rapid response plan to ensure the company was well positioned for the following weeks’ and months’ call centre activities.

The Outcome

Metricon National Marketing Services Manager, Kelly Millar said the professionalism and integrity of the team at Salmat was second to none.

“They made themselves available outside hours to ensure that our campaign was up and running as quickly as possible to provide our customers with service continuity. They had clear processes in place to maximise the success of the deployment, and they worked closely with us to redeploy staff from our previous provider, which also assisted with delivery of a seamless transition to the new short term solution,” said Millar.

“We developed a strong partnership in a short time, which allowed us to work extremely well together over the two months of our engagement. They were supportive of our decision to return our call centre operations in house, and willingly provided their assistance throughout the transition period.

“We would not hesitate to work with Salmat again for any short term requirements if the need arose. The team was professional, knowledgeable, and provided us with exceptional service.”