Lower Mainland Contact Centre


♪♪♪ LORNE DELARGE:
So the Lower Mainland Contact Centre is a great example of leading workplace
strategies because it was our first
delivery of leading workplace strategies in a call centre environment, so the roll of
Real Property Division in the creation of the Lower Mainland Contact Centre was to be the project lead. We brought all the
players together, the stakeholders, we did the design. We worked to pull off
the project, working very closely with
our ministry partners. PATRICIA BOYLE:
The Lower Mainland Contact Centre wouldn’t be a reality if we hadn’t have had some great partnerships between the Ministry
of Social Development and Social Innovation, as well as the Ministry
of Technology Innovation and Citizen Services, and Service BC itself. We all work together to really come up with what you see today. You know, a contact centre in its traditional sense is really just people working on the phone. It’s not what you see at the Lower Mainland
Contact Centre where people love to
collaborate together, where they love to be
able to take a break on some of the nice,
soft furniture, and the Sky Train comes
right into the building, so what a better place for staff to be able to come to work in. LORNE:
The opportunities that were created for staff at the Lower Mainland
Contact Centre was team space, private areas after
they have phone calls that they need to
decompress from, the ability to work with
other people in the same environment in the same location, and we actually created areas for other government workers to drop in and use that space that aren’t associated
with that Ministry. CATHERINE WOLLNER:
The improvement of service to citizens services my passion and I believe that
those citizens that require first call
resolution, those quick general
information questions are being served more quickly and more effectively and those that require
the more in-depth case management
type service are also accommodated in a very meaningful way. PATRICIA:
I think when I look back on the Lower Mainland
Contact Centre, I’m most proud of the way the staff were able to take
ownership of this space. They were able to actually
work together to come up with all of the
different things that you see here today. On day one, we had staff meeting people
and doing orientation, not only the supervisors, but staff together made this place
what it is today. LORNE:
What’s unique about leading workplace
strategies is it’s not one size fits all, every installation
is different and it’s tailored to meet the needs of the people
that work there.

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