Datacom today announced they have entered into a 3-year contract with the Department of Home Affairs to provide client enquiry services as part of the Department’s programme to modernise its visa and citizenship services.
Speaking from Sydney, Jonathan Ladd, Datacom Group CEO said, “The Department has a need for long term, cost-effective client enquiry services which will reduce the wait time and improve access to information for the 1.5 million client enquiry calls that are received each year.
“To be awarded the Department’s immigration client enquiry contract after a rigorous procurement process demonstrates Datacom’s leadership and innovation in the provision of customer care services in Australia.
“Datacom Connect will establish a contact centre service that provides an efficient optimised client experience, providing information and assistance to people enquiring about coming to Australia, whilst the Department will retain all decision-making powers,” Jonathan added.
Kirsty Hunter, Managing Director Datacom Connect said, “This contract builds on Datacom Connect’s successful customer care operations for other significant government clients.
“Our focus in the first year will be to consolidate three globally distributed contact centres into one location, to create Australian jobs and optimise efficiencies.”
Datacom will augment its current contact centre expertise by recruiting additional skilled and talented people to support this contract. Recruitment activities are underway for a range of roles, including customer service agents and specialist training and leadership roles.
Approximately 250 Datacom employees dedicated to delivering services for the Department of Home Affairs will be based at Datacom’s state-of-the-art customer care operations, training facility and IT Hub in Adelaide.
The transition of services from the Department’s current service centres in Sydney, the United Kingdom and Canada will occur progressively with full implementation expected by mid-2018.
Over the life of the multi-year contract, new technologies and innovation will be introduced to further enhance customer experience and improve the efficiently of the contact centre team.
“We have already seen how the application of contemporary technologies has supported the migration to digital engagement with customers, through the successful introduction of the virtual assistant ‘Alex’ at IP Australia. We are excited about what we can create and develop with the Department of Home Affairs,” Kirsty added.
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With over 5,200 people, and annual revenues of over $1.2 billion, Datacom is one of Australasia’s largest professional IT services companies. Datacom has extensive expertise in the operation of contact centres, data centres, the provision of IT services, software engineering and application management, as well as payroll and customer service design and operations. Founded in 1965 and operating across Australia and New Zealand, Asia, Europe and the Americas, Datacom has a successful trading history of consistent growth and profitability from a track record of delivering innovative, cost effective digital and technology solutions. Datacom is committed to hiring, developing and promoting diverse talent. Our people are the best in their fields – smart, passionate, and dedicated to providing exceptional IT services to our customers. This makes for a rewarding and fast-paced work environment.
Datacom is fully compliant with all financial and legal obligations for all the countries in which we operate. We do not artificially reduce profits in order to reduce tax liabilities. With regards to Australian tax obligations, Datacom pays the full corporate tax rate of 30% with deductions for the R&D offset.