Mackay Regional Council
Since 2013, Peak has provided a quality, tailored call handling support services for Mackay Regional Council.
Bespoke and unique service provisions
- Lone worker monitoring support services
- Inbound/outbound Emails
- Inbound/outbound SMS
- Water services enquiries
Our track record
Peak fielded on behalf of Council a volume of 5,366 calls over the 2018-2019 financial year (approx. 450 per month)
Last financial year, Peak achieved a combined GOS result amounting to 85% of calls answered within 30 seconds
CASE STUDY – 2017 CYCLONE DEBBIE
In March 2017, Cyclone Debbie ravaged a 1,300-kilometre geographical spread down the Queensland coast, causing a domino effect of destruction and creating billions of dollars’ in damage.
- 45,000 homes without power from Proserpine to Mackay
- 6,000 plus SES tasks created
- 1,000 uninhabitable homes
- Major flooding from Rockhampton to the Gold Coast
During this time, 10 of our clients called on Peak’s After Hours Contact Centre Services to provide a coordination point to liaise with the community and key emergency service departments. Mackay Regional Council in particular was impacted by this disaster event.
One day prior to cyclone impact, Mackay Regional Council received call volumes approximating 300% of the standard volume. Peak stepped in to assist Council field the enormous demand for community support. Peak effectively coordinated its team and rostering over this period to successfully manage the influx of highly distressed community callers. Peak provided full support to Council, managing 100% of calls at Council’s operation on the day of cyclone impact. In the wake of cyclone impact, the number of calls received persisted above average volumes, ranging from 250% and only declining to normality after a full 10 days following impact.
In the midst of Cyclone Debbie, Peak mobilised a team of call centre professionals with a proven ability to support Council and its residents in a time of crisis. With recent exposure and support of Councils through the 2011 Queensland floods, 2011 Cyclone Yasi, 2013 Queensland floods and 2015 Cyclone Marcia, Peak’s team of call centre professionals were positioned exceptionally to support the Mackay community.
Peak effectively and efficiently managed requests for power outages, flooded roads, trees on roads, evacuation zone enquiries and road closures. We are proud that our services were able to seamlessly meet the need for emergency relief and that we were able to provide an effective and efficient continuation of communication during this disastrous event in Queensland.
Peak’s extensive experience with similar disaster events of this nature meant Peak were equipped with the necessary response tactics to handle the high call volumes received, over an extended period of time.