Created by local government for local government, the Peak 247 contact centre ensures a seamless, all-year round-the-clock telephone line for residents to their local councils.
Whether it’s to report a pot hole or a tree down, or to get information during a natural disaster, a call to 247 puts residents in the know – saving council time, money and staff resources.
247 receives over 100,000 calls a year and is staffed by Queenslanders who understand our local communities.
247 was created by the LGAQ in 2011 when many councils needed this service after Cyclone Yasi. Access to 247 is a valuable component of LGAQ membership.
Over the last five years, we have grown into one of the nation’s largest providers of 247 contact centre services to councils and public entities, providing high quality out of hours and daytime support customers across QLD, NSW and WA.
Our service has been designed as an adaptive solution for councils and organisations as an extension of your customer service. Our staff are trained to deliver a diverse range of customer service customised to your organisation's requirements. We have developed our solution to provide the feel of a local service, whilst at the same time delivering a consistent and cost-effective solution to our clients.
We have developed this service to provide you with a solution that extends your customer service offering both in and out of hours. Our delivery is seamless and acts as an extension of your own organisation, providing you with a consistent and cost-effective solution.
What We Offer
Peak handles some 110,000 calls annually in support of 28 organisations nationwide, providing a cost-effective way of delivering high-quality contact centre services, tailored to the individual needs of each client.
With the customer at the centre of everything we do, Peak appreciates and understands the need to professionally represent councils and public entities and maintain integrity with the community in a politically sensitive environment. We appreciate that the community does not operate in business hours and that people require immediate assistance when a situation arises.
Peak’s professionally trained customer service specialists work hand in hand with local councils, public entities and their in-house teams to provide a high quality, around-the-clock service.
We are committed to providing you with the flexibility that you need to run your operation. Our focus is to seamlessly service the customer all the way, from first contact to resolution, delivering a quality, flexible solution to each customer.
Peak provides a highly personalised solution that can be tailored to the unique requirements of each client. We are ready to go ‘above and beyond’ to meet both your needs and those of your customers.
Be it for overflow support to assist in managing periods of peak demand - such as rates or animal registration renewal periods - to team meetings or staff training days, we are ready and flexible to meet your day-to-day requirements – where you need us, when you need us. We place no restriction on the average handling time of our calls, allowing our representatives to truly focus on servicing your community.
Our solution is adaptive, well-rounded and digital to meet the wide-ranging contact requirements of the customers you work hard to serve. Customer service is our core business.
We can provide as much or as little multi-channel customer service support as you require. We can provide inbound/outbound calls, web enquiries, email and surface mail, SMS, voice calls and social media support on a 24-hour-a-day, 7-days-a-week basis. We can provide case entry of information into CRM and we support lone workers with duty of care calls as well as SCADA monitoring.
Our professional staff are fully trained and carefully selected as they possess the desired skillset and experience to deal with the varied and sensitive nature of calls received.
We don’t believe ‘one size fits all’ and for Peak, the importance of delivering excellent customer service applies across the board, irrespective of a client’s size or the nature of their business.
At Peak, we pride ourselves on delivering industry-leading 247 customer services and disaster management support for our clients across Australia. Peak’s 247 team is a ‘safe pair of hands’ and has significant experience providing disaster management support in Queensland.
View Disaster Management page
Our operators work 247 and are the human aspect that represents council safety.
The largest assets of any council are their staff and like any asset, your staff need to be protected. Queensland’s terrain is diverse, much like the roles that each council's staff undertake within them. Peak recognises at any time there poses a risk that emergencies can occur whist on the job, often where help is not easy to access. Read more.
Peak’s scanning, indexing, archiving and digitisation solutions are designed specifically to meet the needs of local government, and can supplement your records management function as well as unlock the value of your corporate records. Read more.
Peak is the leading provider of afterhours services to Australian Local Government, handling more then 110,000 calls per year, supporting Queensland communities and beyond.
We are currently providing after hours (weekdays, all weekends, public holidays) and business hours overflow support from South East Queensland for multiple local governments, including Urban Utilities.
We are answering more helpdesk queries from councils than ever before, due to the COVID-19 crisis. In response to this increased need and in collaboration with the LGAQ.