26 September 2023

Better contact with One Number

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Queensland Shared Services (QSS) has marked the first anniversary of its One Number customer contact number, with more than 170,000 calls taken since its launch.

In a statement, QSS said the use of one contact number for most customer enquiries made it easier to contact the Agency, saved time, and gave QSS a much clearer understanding of the enquiry types received.

“In 2019 we consolidated our many contact numbers into one, with an easy-to-use menu,” QSS said.

“We promised it would deliver a better customer experience and greater visibility of your enquiries,” it said.

“Since we introduced One Number, our customer support team has answered over 170,000 calls — an average of 700 calls per day.”

QSS said the average call time was five minutes and the busiest day for calls was Tuesday, followed closely by Monday, with the quietest call day being Friday.

“The busiest time of year is the first week of July (due to end-of-financial year payment summaries); the quietest day is Christmas Eve,” QSS said.

“Our top enquiries include timesheets, leave, accessing Aurion ESS, payment summaries and payslips, pay adjustments and requesting a new phone or changes to a phone.”

QSS said that during this year, payroll enquiries for Queensland Fire and Emergency Services and Transport and Main Roads would be moved to One Number.

“We’ll also introduce new telephony technology to help us manage call queues and provide better reporting,” the statement said.

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