Government & public administration
NSW Trustee & Guardian — service review & training
Reviewed service operations, quality, and training for critical life-moment support.
At a glance
- Client: NSW Trustee & Guardian
- Sector: Government & public administration
- Service: Contact Center Performance & Analytics
The objective
NSW Trustee & Guardian needed to respond to operational concerns and improve how it supported people during critical life moments.
What we did
We completed an end-to-end review of complaints, SLAs, resourcing, tools, and quality controls, then designed and delivered dedicated CX training.
The result
Clear operational actions, implemented call recording and QA, and stronger capability for vulnerable-customer service.
Want a result like this?
Start with a Service Health Workshop to find your highest-value opportunity.