Optus is a leading Australian technology and telecommunications company, providing customers with more than 11 million services across Australia daily. With over 7,000 employees across Australia, Optus offers various products and services, such as mobile and fixed-line telephony, fixed and mobile broadband services, multimedia entertainment and technology, satellite services, and converged business telecommunications solutions.

Optus’ vision is to become Australia’s most loved everyday brand with lasting customer relationships. Their customer success division achieves this through an unwavering commitment to their customers. They are committed to connecting customers with an individual in the contact centre who understands their needs, their local area, and how to help.

Optus embarked on its most significant customer care transformation and revolutionised how they help customers with a new service model called the “Community of Experts”. The initiative involved changes to their people, processes, and organisational structure, along with a significant focus and investment in cutting-edge technology to enable the required experiences for their customers and people. The Optus Community of Experts model has established a new benchmark in customer service and has elevated the service standards in the industry.

Each community and its members are co-located in a single site to promote collaboration and knowledge sharing. The community is made up of Experts, Coaches, and a Community. All Experts are empowered and multi-skilled in customer service, technical support, customer payment support and sales across all channels.

Optus began kicking goals after just a few weeks of implementing the new ways of working across their contact centre as part of the transformation. Optus’ customer loyalty increased by 10 points quickly, and today, its net promoter score has reached an all-time high of +64.

For information about Optus, visit optus.com.au