Call Centre Services

Long exposure of city streets at night

Call Centre Services

All the help you need for better communication with the community

DCA operates a 30+ seat customer contact centre in Melbourne’s CBD with hundreds of agents processing thousands of phone calls, emails, letters and official documents every day.

Our staff are trained in several skill fields: infringements and offences, collections and customer relations skills. Agents are also specifically trained to handle ‘life-sensitive matter’ discussions such as driving history, financial situation and legal repercussions.

Blurred city lights
A woman in a modern call center

What we offer

We deliver quality by focusing on details every day: customer contacts are monitored for quality and performance with every call, and every email and document is recorded and permanently stored. In addition, strict KPI expectations are managed for call wait times and written correspondence turnaround times.

We keep your data secure because disaster recovery, system redundancy and BCP plans are in place for every client. This ensures our contact centre is strictly managed for compliance with government-level probity: customer privacy is paramount and security is central to our business.

Lon exposure of highway traffic at night

DCA Call Centre Services delivers

  • Scalable resources to meet specific client requirements,
  • Use of the best available industry tools that enable efficiency,
  • Rigorous recruitment, training processes and tenure,
  • Single point of contact with centralised Client Services,
  • Call centre operated 8am to 8pm AEST Monday to Friday,
  • 100% on-shore customer contact staff based in Melbourne’s city centre,
  • Multi-skilled staff managing calls, emails and official document processes,
  • Thorough training of all staff for financial, legal and life-sensitive customer contacts.
Long exposure of city streets at night