Customer Overview 111-20091834

Item

Description

1

Question: Why is the screen not showing for me?

Answer: Customer Overview screen is now available across Centrelink Smart Centre and Service Centres.

If having trouble and unable to see the screen, check the correct version of Services Australia Workspace is installed. See TK09 Installing Services Australia Workspace March 22.

If Customer Overview is still not displaying, check with Team Leader that Service Officer's logon is in the Genesys Access Group. If still unable to access, report to Customer Overview with Logon and site location.

2

Question: What happens if the customer has not entered their CRN/CAN when prompted by the IVR (Smart Centre only)?

Answer: The Customer Overview screen will populate when the Service Officer enters the CRN/CAN into the customers record in Customer First while on an active call.

3

Question: What happens when I navigate to another record for example, Nominee’s Record within Customer First?

Answer: When a Service Officer goes to a different record in Customer First, Customer overview automatically updates with the new customer's details.

4

Question: What are the benefits of Customer Overview and how does it help Service Officers?

Answer: Customer Overview is a single screen design, helping to quickly identify and anticipate the reason for the customer contact, such as:

• customer has missed an appointment
• payments have been suspended
• a Centrelink Letter was issued
• debt raised

Customer Overview can also assist by providing alerts of future activities to advise the customer, therefore avoiding the need for the customer to contact again.

5

Question: What are the benefits of Customer Overview for customers?

Answer:

• Service Officers can quickly understand what has been happening for a customer and avoid them having to explain at length (the reason for the contact)
• Service Officers no longer need to look at multiple screens to get information

It streamlines the customer interaction by:

• customers not having to repeat information
• increasing staff efficiency and effectiveness, and
• by providing first call resolution

6

Question: Am I required to conduct Proof of Record Ownership (PoRO)?

Answer: PoRO requirements remain unchanged. Services Australia Workspace will display the customer’s authentication status.

7

Question: If I have a suggestion or enquiry relating to Customer Overview, where do I submit this?

Answer: If experiencing difficulties with Customer Overview, or to provide a suggestion, send an email to Customer Overview with possible screenshots, logon and a brief description of the issue or suggestion.

8

Question: The information displayed in Customer Overview, is it current and correct?

Answer: Customer Overview has a 'real time' functionality and compiles information from multiple sources including Customer First, Process Direct and Manage Self Service.

Customer Overview displays the customer's and Centrelink’s interactions within a 28-day timeframe.

If any issues are experienced, report these to Customer Overview.

9

Question: Customer Overview displays a ‘Letter Icon’ and the customer advises they didn’t receive it?

Answer: Paper letters issued by Services Australia, are delivered through Australia Post. Customer Overview displays specific icons for electronic letters and paper letters. Service Officers are able select these icons to view the letters sent to the customer. The Service Officer can then discuss, act and if required issue a copy of the letter.

Services Australia does not receive notification that a postal letter has been delivered.

10

Question: Does Customer Overview change how our interactions are assessed under the Quality Service Framework?

Answer: No, the purpose of Customer Overview is to help staff quickly identify and anticipate the reason for a customer’s contact. Customer Overview does not change the criteria for a quality service.

• Smart Centre, see Quality Call Standards
• Service Centre, see Quality checking procedures