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AUSINDUSTRY AND DATACOM MAINTAIN ROCK SOLID PERFORMANCE

Announcement posted by Datacom 14 Jan 2010

After nine years in partnership, Datacom continues to provide AusIndustry customers with exceptional phone support.

Datacom has answered more than 600,000 calls for AusIndustry since their relationship began in 1999 while consistently achieving important key performance indicators such as answering calls within 10 seconds. The Datacom team is trained in more than 30 programs that AusIndustry delivers and is scripted to assist callers to understand those programs. They also offer assistance to applicants in finding the relevant program documentation to apply for a grant as well as helping callers navigate the AusIndustry website.

“Time to answer is an important metric because we do not want to have customers waiting on the phone for more than ten seconds,” says Wendy Launder, General Manager, Business Development and Commercialisation Branch in AusIndustry. “When people call us, they are surprised to have a ‘real’ person answer the call. They expect a slow response because they are dealing with Government; we create a more positive experience with a short time to answer.”

“AusIndustry is proud of its reputation and businesses feel confident using our services,” Wendy Launder explains. “Datacom is often the customer’s first point of contact with AusIndustry and provides a consistent service that helps to create the reputation we want.”

Datacom consistently achieves important key performance indicators thanks to its innovative training program, its comprehension of the public sector's challenges and an ability to create a productive working relationship with AusIndustry. The contract, key to Datacom's overall Federal Government strategy, has been extended through a competitive tender process and in recognition of Datacom's success, AusIndustryrecentlyextended its relationship with the company again, asking Datacom to provide eight new call centre staff to operate a new Support Line for small businesses.

About Datacom

Datacom is one of the largest Australasian-owned professional IT services companies, offering customers flexibility and choice, an open book approach to business and a customer focus second-to-none. Founded in New Zealand in 1965, Datacom has a successful 44 year trading history, is consistently growing and profitable and has a track record of delivering innovative, value-for-money technology solutions. Established in Australia in 1992, Datacom’s capabilities include Application and Web Development, Professional Services, Managed Services, IT Procurement and Contact Centre’s.

About AusIndustry

AusIndustry is the Australian Government’s principal business program delivery division in the Department of Innovation, Industry, Science and Research. AusIndustry delivers a range of more than 30 business programs including innovation grants, tax and duty concessions, small business development, industry support and venture capital to more than 12,000 businesses and 85,000 individuals per annum worth around $2 billion in funding and entitlements.

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