Department of Agriculture and Fisheries
Since 2015, Peak 24/7 has been providing services to the Department of Agriculture and Fisheries (DAF).
Since commencing our service with DAF, we have built extensive knowledge of the departments’ processes, systems and client expectations. Our team has demonstrated its capacity, experience and capability to ensure a seamless service to DAF. Peak’s service includes in relation to:
- All agriculture, fisheries and forestry enquiries;
- Media enquiries; and
- Feedback, compliments and/or complaints.
We deliver a seamless service, unique to DAF. For instance, our team has built up hands on experience in dealing with Panama disease and White Spot disease outbreaks and our team is also across the procedure to handle enquiries regarding Hendra virus as well as Lyssa virus. We have also supported DAF through critical times of need, providing an unparalleled level of emergency contact centre support.
Bespoke and unique service provisions
- Managed DAF calls during their office evacuation due to cyclone Debbie in March 2017
- Transposed DAF flowcharts into our knowledge base and created scripts and a manual
Our track record
Peak fielded on behalf of DAF a volume of 9,974 calls over the 2018-2019 financial year (approx. 830 per month)
Last financial year, Peak achieved a combined GOS result amounting to 80% of calls answered within 30 seconds
CASE STUDY – 2018 BUSHFIRES
In the later months of 2018, Queensland experienced the third-warmest spring and forth-warmest November on record, in terms of mean temperature. At the end of November, exceptional heat affected eastern Queensland, with some locations reaching their highest annual maximum temperatures ever recorded. According to the Bureau of Meteorology, wildfires raged across central Queensland with more than 140 fires burning throughout the State during the last week of November, due to a combination of the prolonged heatwave and other conditions.
Peak successfully managed the additional influx of calls over the period through a proactive organisation of staff as the impact of the bushfires became apparent. Peak coordinated the rostering of additional staff numbers, and increased total weekly shift hours, to manage the increased volume of calls over the impact zone during the period. Peak understands that heightened call volumes are typically experienced shortly before, during and after the disaster hits a region. Staff were rostered to accommodate this increased need based on Peak’s extensive and intimate understanding of like events in Queensland.
As Peak is based in South East Queensland, our operation was able to service the Northern and Central Queensland regions from outside the impact zone. The ensured a stable and reliable service.
Peak’s intimate familiarity with the services of DAF, and the needs of DAF customers, enabled Peak to demonstrate confidence, sound judgement and discretion to customer enquiries in the face of the bushfires.
As part of service setup and onboarding, we worked closely with DAF to refine scripting and procedures for afterhours calls. We readily prepared our service quality in advance of any disaster. Our staff also undertook specialised Client Awareness Training, covering such topics as:
- Client background; who, what, where, typical enquiry types
- Geographical location, map positioning awareness
- Definitions and clarity of client credentials
Peak received gratitude and exceptionally positive feedback for the responsiveness of service to DAF over the span of the disaster event.
Department of Agriculture and Fisheries
“Peak Services provide excellent customer service, and are agile and responsive to our needs.”