Victims Services Contact Centre Optimisation & Training



NSW Victims Services recognised it was under preforming a Customer Science completed a review and subsequent body of work to address performance. The challenge was to accelerate for victims to help to break the cycle of crime. Victim Services sort our service review and optimisation services.


  • Total revision of the Target Operating Model (TOM) which “front loaded” skills and resources to reduce time delays in the provision of services from an avg of 28 days to 48 hours
  • Redesigned all 46 processes including the elimination of all unnecessary steps
  • Leveraging underutilised Genesys telephony system for better routing and reporting
  • Introduced redesigned job descriptions and measures of success
  • Introduced LivePro knowledge management system
  • Designed and delivered Customer Experience training with emphasis on trauma informed clients
  • Introduced work workforce planning and forecasting

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