FOCUS | CSIA Quarterly - June 2023

CSIA Quarterly June 2023

2023 Awards Finalists Announced The finalists for the 2023 Australian Service Excellence Awards have been announced. See who made the shortlist inside

Reinventing amazing customer care

Customer experiences shape future initiatives

We talked with Claire Smith, Director for Capability and Enablement about Optus’ Community of Experts.

We talk with Sydney Water’s Head of Customer Contact Nicole McCarthy about the experience of completing their first ICSS Certification with CSIA.

Welcome to the June ‘23 edition of FOCUS Magazine Congratulations to the finalists that have been announced for the 2023 Australian Service Excellence Awards.

CSIA received a stunning 31% increase in awards entries this year and our judging committee had the very unenviable task to shortlist finalists this year.

My commiserations to those submissions that were not selected as finalist, and I applaud you for choosing to recognise service excellence by nominating for an award.

This quarter has again been very active for CSIA with the launch of the inaugural CX Showcase event in Sydney, and the launch of our updated Certified Customer Service Leader training program.

In this issue of FOCUS you can see all the finalists for the Awards, and read the highlights from the speakers at CX Showcase as summarised by Todd Gorsuch, CEO, Customer Science Group who partnered with CSIA for this event.

We spoke to Claire Smith, Director for Capability and Enablement speaks to CSIA about Optus’ Community of Experts and hear from from managing director Sharon Melamed about Matchboard, how it works and why it’s leading the way in CX supply.

Sydney Water’s Head of Customer Contact Nicole McCarthy spoke to us about the experience of completing their first ICSS Certification with CSIA. And of course, there’s more news abd events in this issue.

I hope to connect with you soon and wish you well if you are preparing your 2023 Awards finalists presentation.

Jeremy Larkins Executive Director

MARCH 2023

Contents

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News in Brief

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2023 Australian Service Excellence Awards

See all the finalists in the 2023 Awards program 09

2024 Awards Program

Details and key dates are ready for next year’s Australian Service Excellence Awards.

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CX Showcase

Read all the highlights from the 2023 CX Showcase 14

Customer Experiences Shape Future Initiatives

CSIA talks with Sydney Water’s Head of Customer Contact Nicole McCarthy about the experience of completing their first ICSS Certification with CSIA. 16

Reinventing Amazing Customer Care

Claire Smith, Director for Capability and Enablement speaks to CSIA about Optus’ Community of Experts.

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Match making the future of CX suppliers

We spoke with managing director Sharon Melamed about Matchboard, how it works and why it’s leading the way in CX supply.

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News in Brief Certified Customer Service Leader Training Workshop The Certified Customer Service Leader (CCSL) is about equipping your leaders with a true customer service mindset and about helping leaders understand why customer service is so important and their role in ensuring great customer experiences, as well as providing practical tools to motivate, coach, and reward their team members.

Public Training Workshop

FIND OUT MORE

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11 October 2023 9.30am – 4.30pm Virtual Classroom $440 per person CSIA members $550 per person non-members

Certified Business Relationship Manager Training Workshop Our Certified Business Relationship Management (CBRM) program is designed to support people in account management roles to improve service levels, customer success, retention and account growth. The program focuses on understanding strategy and customer value along with the key skills to support, empower and grow accounts.

Public Training Workshop

FIND OUT MORE

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06 September 2023 9.30am – 4.30pm Virtual Classroom $440 per person CSIA members $550 per person non-members

Certified Customer Service Excellence Training Workshop The Certified Customer Service Excellence (CCSE) program focuses on the essential skills and techniques that make customer service better. The program helps build cognitive and empathy skills and trains participants to deliver customer service excellence as part of the wider goal of improving customer service and customer advocacy.

Public Training Workshop

FIND OUT MORE

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09 August 2023 9.30am – 4.30pm Virtual Classroom $440 per person CSIA members $550 per person non-members

MARCH 2023

Webinar Introduction to the International Customer Service Standard • •

26 July 2023 9.00am – 10.00am

REGISTER (FREE)

The International Customer Service Standard (ICSS) is a framework that enables any organisation to understand how to implement best practice customer service management and create optimal customer experiences.

ICSS enables an organisation to understand how well their strategy, structure, systems, people and processes are contributing to customer success and overall organisation performance.

Join us for a webinar which is designed to introduce you to the current version of the Standard (ICSS: 2020-2025) and explain how any organisation can utilise the framework through CSIA’s certification process.

The Customer Show - Sydney • • •

August 16-17, 2023 International Convention Centre Sydney

CSIA Is delighted to be continuing our relationship with The Customer Show – this time for the inaugural event in Sydney.

Join 1000+ industry professionals from across the cx-ecosystem at the MUST-ATTEND event of the year! Learn, collaborate and benchmark on the latest industry innovations with the best of the best expert speakers.

REGISTER (FREE)

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2023 Australian Service Excellence Awards Finalists have been announced for the 2023 Australian Service Excellence Awards CSIA is delighted to announce the finalists in the 2023 Australian Service Excellence Awards (ASEA) program.

This year 78 finalists have been shortlisted across 19 categories recognising both individuals and organisations.

The judging committee was led by CSIA’s Danielle Larkins, who commented, ”the task for the judges was made more difficult than ever this year, because not only did we receive an increase in nominations, but the calibre of the entries has increased as well.”

For over twenty years the Awards have recognised the people and the organisations that create and deliver exceptional customer experiences and are considered our nations premiere customer service awards.

Finalists will be invited to participate in the second round of judging commencing from late July, and winners will be announced at the annual ASEA gala dinner and celebration on 03 November 2023.

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Organisation Categories Customer Service Organisation of the Year Government / Not For Profit

Service Excellence in a Large Contact Centre

Australian Red Cross Lifeblood Australian Taxation Office Department of Transport and Main Roads National Heavy Vehicle Regulator Peoplecare Health Insurance

Aussie Broadband Australian Red Cross Lifeblood HCF - Contact Centre Operations, Member Services and Business Growth Peoplecare Health Insurance Woolworths - Customer Hub Contact Centre

Customer Service Organisation of the Year – Large

Service Excellence in a Medium Contact Centre

Aussie Broadband BT Financial Group HCF

BT Financial Group Centorrino Technologies Downer Defence Contact Centre La Trobe Financial Thryv Australia

Customer Service Organisation of the Year Medium Centorrino Technologies Jaybro Group Metro Finance Peoplecare Health Insurance Customer Service Organisation of the Year – Small Designs To You EatFirst Home-in Sleeping Duck Nationwide Corporate Services Customer Service Team of the Year - Large Pacific Fair Shopping Centre Sydney Airport - SYD Airport Ambassadors Ventia - Ventia Operations Centre team

Service Excellence in a Small Contact Centre Designs To You EasyPark ANZ - Customer Service Team EatFirst's Customer Care Team Sleeping Duck - Customer Experience Team VendorPanel Support Team Customer Service Project of the Year - Service Transformation Australian Taxation Office - ATO Client Account Services: Secure Telephony Voting Service CQUniversity - Service Excellence SPOT Culture Keolis Downer - Yarra Trams Signature Service Customer Service Project of the Year - Service Innovation Aussie Broadband - Fault Detector Project Centorrino Technologies - PIMPP Wilson Security - DASH

Customer Service Team of the Year - Medium La Trobe Financial - Mortgage Help Smartgroup - Smartleasing Vehicle Sales Team Sunshine Coast Council - Customer Contact Customer Service Team of the Year - Small Department of Transport and Main Roads NSW Government - Department of Customer Service - Digital Content and Channels - Social Media Team NSW Government - Department of Customer Service - Customer Service Team, Digital Channels Woolworths Customer Hub - Loyalty Senior Team

Customer Service Project of the Year Customer Impact Department of Transport and Main Roads Queensland (TMR) - Easy Read Project HP PPS Australia -, Elite Lounge Project Swoop Telecommunications - Swoop Customer Care Team Customer Service Project of the Year Continuous Improvement Australian Red Cross Lifeblood - HEART Service Promise Chemist Warehouse Xero Limited - Steps to CX Onboarding Project

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Individual Categories Customer Service Advocate of the Year Andrew Cawfield (Yarra Valley Water) Gail Hopley (Australian Taxation Office) Yvonne Newnes (Peoplecare Health Insurance) Bonnie Rae O'Brien (BT Financial Group) Carla Scuderi (Wilson Security) Customer Service Professional of the Year Tamesar Chandra (NSW Government) Maria Gomes (Woolworths) Matt Joseph (Yarra Valley Water) Robert Kent (Smartgroup) Jordyn McCarthy (Hollard) Customer Service Leader of the Year Corali Duncan (Yarra Valley Water) Hayley Frew (Woolworths) Luke Stibbard (Smartgroup) Liam Smith (Hollard) Jake Tallon (Aurion) Customer Service Manager of the Year Matt Anderson (Hollard) David Heron (BT Financial Group) Ian Pybourne (Australian Red Cross Lifeblood) Andrew Rankin (Centorrino Technologies) Lee Vale (Peoplecare Health Insurance) Customer Service Executive of the Year

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Grant Brodie (Australian Taxation Office) Adam Centorrino (Centorrino Technologies) Jacqueline Giuliani (La Trobe Financial) Steve Lennox (Yarra Valley Water)

2023 Australian Service Excellence Awards Gala • •

Friday 03 November 2023 The Star Gold Coast

Save the date! The 2023 Australian Service Excellence Awards Gala Dinner and Celebration is booked for 03 November at The Star Gold Coast.

Michael Pope will be back as MC in 2023 in a night that will feature special guests, fun, prizes, great music and of course, the awards.

Tickets and more information will be available on CSIA’s website from 24 July 2023.

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2024 Awards Program

Key Dates March 01, 2024 May 31, 2024 June 14, 2024 July 15, 2024 September 06, 2024 October TBA 2024

Nominations Open Nominations Close Finalists Announced Finalist Judging Commences Finalist Judging Concludes Winners Announced

Award Categories Organisations • • • • • • • • •

Customer Service Organisation of the Year – Large Customer Service Organisation of the Year – Medium Customer Service Organisation of the Year – Government / Not-For Profit Service Excellence in a Small Business Service Excellence in a Large Contact Centre Service Excellence in a Medium Contact Centre Service Excellence in a Small Contact Centre Customer Service Team of the Year Customer Service Project of the Year

Individuals • • • • •

Customer Service Advocate of the Year Customer Service Professional of the Year Customer Service Leader of the Year Customer Service Manager of the Year Customer Service Executive of the Year

For over twenty years, the Customer Service Institute of Australia has celebrated customer service excellence by both individuals and organisations through the Australian Service Excellence Awards program.

Nominations for the 2024 program open on March 01, 2024 and close on May 31, 2024 CSIA encourages organisations and individuals to recognise and reward achievements, ingenuity and innovation in customer service and customer experience by elevating these accomplishments to a national stage through the Awards program.

Nominations can be submitted from March 01, 2024 via the awards portal accessed through the CSIA website csia.com.au where you will also find further information including terms, costs, judging criteria and frequently asked questions.

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CSIA was delighted to present the first CX Showcase in May in partnership with Customer Science Group. This event showcased the achievements of organisations who have been recognised through the Australian Service Excellence Awards program for innovation In customer experience and service excellence.

The event was opened by CSIA’s Executive Director, Jeremy Larkins and hosted by Michael Pope. Speakers delivered short “TEDx” style presentations and CX Thought Leader, Luke Jamieson hosted a panel discussion and debate.

Todd Gorsuch, CEO, Customer Science Group summarised the highlights from each presentation,

MARCH 2023

Claire Smith Director of Capability and Enablement Optus

"How Optus reinvents amazing customer care with Community of Experts."

Optus is disrupting the traditional contact centre operating model of using an IVR to save costs, followed by technical experts answering the appropriate call types. This model often fails, resulting in high transfer rates, reduced customer ownership, and low employee engagement. Optus prioritised the customer in their operational model design, routing customers based on their needs rather than business functions, from a geographic or community standpoint. Customers are attended to by a single team who understands the area and its residents, possesses the skills to address all inquiries, and is empowered to function as a small business. The outcomes are impressive, with an increase of over 60 points in NPS, transfers reduced by over 98%, and motivated teams.

Neil Polles Head of Customer Hub Experience Woolworths

"How Voice of Team (VOT) can influence the Voice of Customer (VOC)” Woolworths shattered the conventional belief of escalating costs to enhance customer satisfaction. By saving over $40m and reversing the psychology – delivering exceptional service and saving costs – they cleverly utilised their existing technology investments to address business challenges. As their employees and customers digitised their experiences, Woolworths introduced gamification, service automation bots, and digital journeys for customers. Our service technology reviews in Australia find that less than 20% of service technology features are used and even fewer enable a customer journey, offering an excellent opportunity to launch transformational service and cost savings simultaneously.

Michael Liebmann Group Sales Manager Jaybro

"How team engagement transformed our customer service experience from order takers to order makers!!!”

Jaybro has upended the idea that only management leads, creating a structured way to empower staff to guide the business. They provided financial competency training, complete transparency of the business financials, and linked performance, customer experience, and individual roles to the business outcomes. This approach allowed each person to understand the importance and impact of their role and actions. Through a system of "mini-games," they enabled staff to make decisions, plan, and execute the plans with recognition and rewards, all designed by the staff. Expanding handling times and enabling solution sales resulted in increased revenues in the millions, higher client satisfaction, and employees expressing confidence and a desire to learn. This earned them external recognition as the #4th best place to work in Australia.

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Joana Feiteira General Manager Customer Experience & Communications Transdev Sydney Ferries Ray Windle Head of Daily Operations Transdev Sydney Ferries “Ambition leads the vision; collaboration makes it possible.”

Transdev Sydney Ferries deviated from the traditional route of extensive surveys for pattern detection. Instead, they prioritised understanding their most sensitive customer groups and consequently modified their services.

They implemented practical solutions like stable and visible onboarding walkways, messaging boards, and precision in language and communications.

Catering to sensitive communities has turned customer complaints into appreciations, achieved 98% satisfaction levels, and resulted in the highest satisfaction levels across NSW transport.

Mark Fazio* Co-CEO MATE "Managing chaos effectively to bring success" Mate (Let's Be Mates), constructed their services with a marketing focus, deviating from the traditional KPI, vision/mission, or best practice approach.

They created a location akin to a friend's house – local, with a gym, and a kitchen oven for daily lunch gatherings. They built Mate's processes from the ground up, reducing effort and ensuring customers were well cared for. They employed people who shared their philosophy, often recruiting local tradespeople looking for a career path beyond their trade. The services were meticulously designed to incorporate Mate's behaviours and culture, resulting in some of the highest customer satisfaction levels in their industry. *Presentation by Todd Gorsuch, CEO, Customer Science Group

Event Partners

MARCH 2023

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Customer Experiences Shape Future Initiatives The Sydney Water Corporation is a New South Wales Government–owned statutory corporation that provides drinking water, wastewater and some stormwater services to the greater metropolitan Sydney, the Illawarra and Blue Mountains regions of New South Wales. Employing more than 3000 staff, Sydney Water services in excess of five million people, supplying about 1.5 billion litres of safe drinking water and wastewater services as well as more than half a million with stormwater drainage services. Here we talk with Sydney Water’s Head of Customer Contact Nicole McCarthy about the experience of completing their first ICSS Certification with CSIA.

MARCH 2023

What motivated Sydney Water to seek ICSS certification with CSIA? To support our vision: Creating a better life with world-class water services, we took the opportunity to seek an independent assessment against the standards. We feel that the certification is a continuation of the activities we have taken to become a customer centric organisation. We’ve been working with CSIA for some years, focusing on our complaint handling process. Achieving certification against the ICSS allows us to benchmark all processes against an international standard.

One of Sydney Water’s core values is ‘customer at the heart’. How important are positive customer experiences to the company?

They are incredibly important – delivering positive experiences helps build advocacy and trust with our customers. Our customers have told us that they want us to be easy to deal with, understand their needs and to resolve issues quickly when raised. We design our processes to facilitate these outcomes.

What was the process like, completing the ICSS certification through CSIA? We found the certification process to be a positive experience. We were realistic with our self-assessment and pleasantly surprised with our first-time result. The opportunities identified range from quick wins to transformational, the process has helped us identify some key focus areas for improvement and we have established a cross organisation working group to help deliver some of these improvements.

How important is knowing which areas of the company need attention, ie: advancing customer segmentation to provide more specialised service?

For us, it’s incredibly important as it helps shape our future initiatives, we know different customer segments will have different needs and expectations from us. Ie: A business customer will have a different need to a residential customer. Segmentation will help us deliver tailored services and/or solutions to our customers.

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In bringing to light upcoming challenges, did the ICSS process help uncover ways to overcome them?

Yes, the auditor was able to suggest ways of improving/uplifting experiences for our customers and our employees. We also used our debriefing session with the auditor to understand how others in the industry are overcoming challenges.

What would you say are some of Sydney Water’s core strengths in providing positive customer experiences?

We use operational feedback from customers to help shape/change the way in which we deliver our service. We’ve commenced a customer-led engagement program; Our Water, Our Voice. We’re engaging with customers on a wide range of topics to understand what is priority to our customers.

Gaining insights into what’s important to our customers will help ensure that we deliver products, services and experiences that meet their needs and expectations.

How important is Sydney Water’s website in building positive customer relations, and making sure customers feel heard?

Our website provides key information about our products, services and local projects as well as customer engagement activities. Our refreshed website offers a greater user experience and connects customers to self-service portals allowing them to interact with us when it suits them.

Do you believe the ICSS certification reinforces Sydney Water’s commitment to the delivery of exceptional service to customers?

Being accredited against an International Standard reinforces our commitment to delivering world class experiences. The standards framework has allowed us to identify continuous improvement opportunities that we will embed to demonstrate our commitment to delivering exceptional services to our customers.

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Reinventing amazing customer care What is Optus’ Community of Experts and how does it work?

Our vision is to become Australia’s most loved everyday brand with lasting customer relationships. To achieve this we knew we needed to give our customers the best care and exceed expectations. Our contact centre was traditional in that it had a complex phone menu experience, distinct operational business units with specialist skills, high transfers between these groups and limited end-to-end ownership. The Optus Community of Experts model is customer-centric, our experts are multi-skilled and equipped to take full ownership for each customer’s enquiry, resulting in nearly 0% transfers (we are at 0.2% and aiming for 0%). Customers are supported by a dedicated community, assigned to a specific geo-region, and supporting all multiple channels. Customers are routed to their contact centre community dependent on their postcode. Each community is run as a business by the community manager and is typically made up of 40 experts, four coaches and a manager.

Why do you think the traditional contact centre model – using an IVR followed by experts – fails?

Customers faced barriers such as complicated phone menus and complex contact centre

routing. They were being bounced around 25% of the time. Removing the dreaded IVR makes it easier for our customers to speak to someone in seconds, and with confidence they’ll take ownership of the issue.

What are some of the ways Optus delivers consistently amazing customer experiences?

Our experts can handle all customer conversations. Our people are empowered to resolve nearly all queries and when they do need assistance, they do that instantly by swivelling their chair or dialling that person (with a specific skill) into the customer call. Our communities operate as a small business with a focus on a specific geography, driving outcomes in our customer’s best interest. Our call centre technology delivers dynamic, intelligent and meaningful experiences for each customer and we’re using AI to simplify tasks so experts can spend more time focusing on the customer.

What do you believe is shaping the future of customer service?

Customers want us to know them and personalise the experience, they want an omni channel experience, they don’t want to have to repeat their personal transaction and account history, and not surprisingly, they want us to get it right the first time.

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A high performing Optus executive with more than 18 years’ experience in telecommunication leadership, Claire Smith was recently appointed the Director for Capability and Enablement, leading a group of functions with a connected focus on empowering retail and contact centre frontline teams to deliver consistently amazing customer experiences. We talked with Claire about her recent presentation in CSIA’s CX Showcase event on Optus’ Community of Experts.

A continuing area of focus in Optus this year is simplification, automation and self-serve, that’s across internal and external processes and technology. There continues to be large investments in technology including self-serve tasks using My Optus App and using AI to support automating work. Chatbots and virtual assistants continue to increase the tasks they can handle.

Optus has also invested in non-traditional products which differentiate us such as Smart Spaces (connected devices) and O-Team, Subhub, Optus Sport and the Living Network – “Why Optus” forms a large part of our strategy.

Data analytics is another key focus.

How can companies leverage new tech to prioritise customer expectations without sacrificing the human touch?

The Community of Experts model connects digital and human experiences to benefit our customers and our people. Technology has enabled this customer centric model, which means the communities have a good understanding of the local area that they serve, making customer care more personal than ever. Since partnering with Google we’ve been building more intelligent experiences for our experts to enable a frictionless handover for customers with experts getting accurate notes from their peers/previous interactions and our virtual agent (Optus Assistant). This allows us to

spend more time building lasting relationships with less admin.

How can organisations foster a customercentric culture within call centre teams?

This begins with how you go to market attracting talent, how you advertise the role, the selection process and importantly, the induction. A day in the life of the Community starts off with delivering a daily briefing in a quick high energy stand up. It’s agile, collaborative and energetic! It's all focused on what matters to customers in that local area.

These rituals and ceremonies, on top of coaching, maintain employee productivity and ensure experts have a voice to be an advocate for our customers.

What are some of the desirable qualities of efficient and effective call centre agents?

The Optus behaviours that are most relevant to the contact centre roles are ‘Take Ownership and Follow Up’, ‘Remove Complexity’ for our customers, ‘Articulate’ implications before acting, ‘Speaking Up’. These are the behaviours that we surface in the recruitment process, and focus strongly on during training. Emotional intelligence is one of the qualities we look for as we need to ensure our experts add value with every interaction. We look for people that genuinely love putting the customer front and centre.

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Match making the future of CX suppliers Finding the right suppliers to help your business reach its full potential can seem like a time consuming, laborious and frustrating process. Who has time to trawl websites for suppliers only to be met with dead ends or unfulfilled promises?

Meet Matchboard, the CX equivalent of a dating site and one of the most awarded companies in the Australian landscape that has the power to make your business journey a whole lot easier. We spoke with managing director Sharon Melamed about Matchboard, how it works and why it’s leading the way in CX supply.

What key services does Matchboard offer and how do these services support and assist Australian businesses in providing top customer experience?

Matchboard is a free-to-use platform which helps businesses find their perfect match suppliers in the customer experience ecosystem. We’re the CX equivalent of a dating site! Over the last 10 years, matching or middleman platforms have flourished but we found a gap for a B2B services marketplace and filled it. Our top five services and solutions are:

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Thanks to the software which powers Matchboard, we can instantly identify which suppliers potentially fit a client’s need, no matter how specialised or unique the requirement.

How does Matchboard evaluate a supplier’s performance history?

We speak to two of their clients and customer reviews are something we also look for to capture broader sentiment. We review the supplier’s website (typos are a red flag!), social media profiles and activity. Companies go through a due diligence process so we’re confident we’re onboarding a highly rated supplier – their service reflects on our brand too! After matching, we check in with the buyer to discuss their experience and keep tabs. Negative feedback is always investigated, and high customer ratings lift a supplier in our matching algorithm.

How does Matchboard work?

The first step is technology driven – our matching algorithm automatically scores suppliers when a buyer request comes in based on matches in the self-populated supplier profiles.

Then we manually review the software match(es), which could be anywhere between one and five.

We sometimes reach out to the buyers for a chat, as it could be their budget is unrealistic, or they’ve overlooked alternatives. We introduce the buyer to their matches and the supplier then designs a solution and submits a proposal.

Have certain types of suppliers become more ‘in-demand’ in recent times?

In the first two years of COVID, we saw immense demand for onshore contact centre outsourcing companies to provide surge/overflow capability for organisations in health, aged care and financial services. We’re now seeing demand for offshore customer service providers as businesses come under the crunch with inflation, or can’t find staff locally. Fiji has been a stand-out destination for offshoring recently. Also, the emergence of ChatGPT spawned huge interest in AI solutions.

How important is procuring the right suppliers?

Every business relies on third party suppliers, whether that’s technology vendors, recruitment and digital marketing agencies, training or outsourcing providers. It’s important to find the right suppliers because the wrong ones can cause irreparable damage – to your brand, your revenues, your customer satisfaction and your employee retention.

Have you noticed businesses have similar, recurring or constant issues?

Businesses come to Matchboard because they are overwhelmed with the amount of information and number of suppliers out there. AI-generated content has exacerbated the problem of billions of blogs and websites which register with search engines. People are yearning for a quick way to find their ‘needle in the haystack’ supplier, and Matchboard’s smart matching algorithm makes this possible – with just 60 seconds’ effort.

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Contact centre outsourcing – onshore and offshore Customer experience consulting Technology – chatbots, knowledge management, speech analytics, voice AI software Training – customer service, leadership and sales Recruiting – from frontline to executive roles

What are the key trends in supplier matching that are currently shaping the industry?

By the time a company schedules a call with a supplier, their team has often done plenty of research online, which means the salespeople need to know more than what is publicly accessible. That’s forced salespeople to up their game. Marketing teams are now more focused on providing rich, helpful content – white papers, ebooks, videos – rather than pumping out sales brochures and press releases.

What do you enjoy most about the work you’re doing with Matchboard?

I get a kick out of helping businesses find their ‘perfect match’. All Matchboard’s customer reviews on Google are 5-star and each time they arrive, I feel such a sense of validation that we’re making a difference – and that’s a great feeling!

Level 2 383 George Street Sydney NSW 2000

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