Homeloans wins for talking
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Tuesday, 19 August, 2003 - 22:00
NON-BANK mortgage provider Homeloans Ltd has won the Best Call Centre Operations award at the Australian Mortgage Industry Awards for its Perth-based call centre.
The centre processes national general enquiries, customer and sales lead calls – answering 80 per cent of calls within 20 seconds and 100 per cent of calls within one minute.
Homeloans national client services manager Ben Oxford said the call centre team had undergone significant human resource improvements in rostering, culture, training, recruitment and staff and core values and were using their winning formula to help other organisations improve their customer call quality.
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