Government

Customer service fulfilment and nimble strategies for local, state and federal government departments.

Working across a broad range of local, state and federal government departments in multiple countries, we deliver services in a number of sectors:

Finance and Tax

Health

Transport

Employment

Social Services

Aged Care

Justice

Local Councils

Our solutions range from single engagement-based work through to rapid response scenarios and long-term permanent services. We also assist clients with single phase work through to complete end-to-end management. Handling more than 10.2 million customer interactions every year, Probe manages over 2600 FTE staff members in 6 Australian locations. We also operate a successful work from home model for a number of government clients.

Services

  • Information lines
  • Customer service
  • Assessments
  • Collections
  • Covid-19 and emergency response
  • Complaints
  • General enquiries
  • IT helpdesk
  • Ministerial escalations

Channels

  • 1Inbound and outbound voice
  • 2Social media
  • 3Email
  • 4Chat
  • 5Back office
  • 6Correspondence
  • 7Face-to-face
  • 8Multilingual
turning-customer-insight-into-action

How We Do It

  • Contact centre
  • Workflow automation and management
  • Quality and compliance framework development
  • Consultancy
  • Intelligent automation
  • Virtual agents
  • Intelligent outreach
  • Knowledge management
  • Training redesign
  • Process mapping and redesign
  • Speech and text analytics
The government sector experiences unique challenges which we take on in a partner approach with our client. Many of these challenges are a result of needing to work across multiple stakeholders including consumers, service providers, industry bodies and departments, and our objective is to deliver not just the services required but also ongoing improvement.
 
We face substantial season workload ramps and are required to implement strategies and workforce management to ensure maximum efficiency. During Covid-19 our rapid response support included nimble design and evolution to keep pace with the changing demands.
 
We’re also heavily invested in the development and ongoing engagement of online communities so that we can deliver improved engagement, advocacy and efficient communication of events and interruptions.

Accreditations

Quality ISO 9001 Certified

Australian Government Protective Security Policy Framework (PSPF)

Australian Government Information Security Manual (ISM)

Individual police and PEAK clearances

Connect With Us

Partner with us for successful customer service fulfillment and nimble strategies to meet changing demands in the government sector.

Contact Us