An Adelaide-based contact centre employing 45 people that uses new digital technology has been unveiled by Telstra as part of a series of improvements to Australia’s Triple Zero service.
The new 20 seat, 24-hour Adelaide centre links with Telstra’s two other Triple Zero contact centres based in Victoria and NSW, all of which are designed to ensure the first available Telstra agent answers the caller as quickly as possible, irrespective of where the call originates.
“Telstra has been operating the Triple Zero emergency call service for more than 58 years and capability, capacity and reliability are key during an emergency or a disaster,” said Claire Johnston, Telstra Contact Centre Executive.
“A third contact centre allows us the flexibility to bring in additional resources during peak periods, such as a major incident or natural disaster, or upscale in the future to help deliver the emergency lifeline of the future for Australians.”
New digital call handling technology designed for use in emergency contact centres will enable future capabilities to be developed and rolled out across all three Triple Zero centres.
According to Johnston, this new digital technology, the Solacom Guardian platform, is an important step as industry progresses new initiatives including Advanced Mobile Location which allows emergency services to more accurately pinpoint your location when calling for help on most mobile devices.
Currently three quarters of Triple Zero calls are made from a mobile phone. The Advanced Mobile Location capabilities will begin rolling out in May 2020.
The platform will also support future use cases as technology advances.
“Imagine one day being able to make a video call or send a message to emergency services, which could provide them more information about your problem or a discreet way of alerting authorities if calling isn’t an option, such as in a domestic violence situation,” she said.
The new Triple Zero platform is being rolled out in a staged approach to ensure there is no impact to the calling public. Full rollout is expected to be completed by the end of October 2019.
“We take our responsibilities as the service provider for Triple Zero extremely seriously and we continue to work with relevant authorities to further improve the service,” Johnston said.