CentacareCQ even more connected to our clients

CentacareCQ Client Contact Team (from left) Kayla, Sharee, Nicole, Irene and Natalie.

CENTACARECQ has been making a number of changes to the way they handle incoming calls during the last few months,

These changes are a central part of the creation of the new Client Experience Team and are designed to provide clients with a more holistic response to their enquiries and will be the primary contact point for clients regarding all aspects of their services at CentacareCQ including booking, cancelling and amending services.

The implementation of the Client Experience Team is still ongoing, having commenced in November 2017, it is expected to be completed by June 2018.

The first step was to expand the Client Contact Team from a two-person team to a six-person team.

Through the transition, the organisation has had it’s challenges as the new team members build their skills and existing team members learn new processes.
The Client Contact Assistants will book appointments and provide information about Home and Yard Maintenance, Transport, EAP Counselling, Family Relationship Centre, Counselling and Family Support and In-Home Services. CentacareCQ‘s Client Contact Team includes Sharee -Senior Contact Officer, Natalie, Nicole, Irene and Latoya.



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