Camp Australia Customer Care Program
Overview
Camp Australia is a high quality, affordable after school care service. After substantial growth, Camp Australia was looking for an outsourced partner to assist them with their growing inbound call centre requirements. By outsourcing their contact centre needs, Camp Australia could focus on their core functions of managing before and after school care programs and on-boarding new schools.
Solution
Initially, their requirements were simply to provide an efficient, highly customer focussed contact centre support team that complemented their existing staff. Once our service levels exceeded KPI requirements, we introduced new customer service models. Among others, we developed a flexible cost effective service model that could easily be ramped up with their seasonal peaks during the year and then scaled back when customer enquiries decreased.
Results
Since the program’s inception in January 2014, Camp Australia has adopted a broader range of our services where we support them with outbound promotion activities, debt collection, human resources and in-house training. They found a partner who was an ideal cultural fit who could maintain the experience their customers came to expect.
