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New Telephone System

On Monday 27 February, FOS introduced a new telephone system that has changed the way we communicate with our stakeholders.

Our consumer line (1300 78 08 08) and membership line (1300 56 55 62) now use an Interactive Voice Response (IVR) system. We scripted and structured the Interactive Voice Response (IVR) menus for our 1300 numbers very carefully to make them as clear, simple and short as possible. We have also revised our call-handling processes, run call skills training and developed a new quality assessment framework.

The primary purpose of the new phone system is to improve the service we provide to the public and our members. Our objective is that callers be directed more quickly to the most appropriate person at FOS – so that they spend less time waiting to speak to someone, and more time speaking to the person who can best help them.

The IVR system has been running successfully since we launched it. Callers have followed the menu options without problems, and call waiting times have been reduced. So we are already seeing indications of the service improvements we were striving for.