QR National makes the Switch


Friday, February 22, 2013 by Mindpearl

Switchboard operators Violeti Kavana and John Mahuika

Mindpearl Brisbane provides switchboard services for Aurizon, Australia's largest rail freight company, formerly QR National.

QR National recently launched a new switchboard service to manage inbound calls to the 13 23 32 call centre. This service replaced the shared switchboard service that was previously performed by Queensland Rail's Customer Contact Centre and represented the final step in the ongoing separation process.

The enhanced service involved the introduction of an automated attendant (menu system) to direct calls quickly and efficiently.

A team of dedicated call centre staff was also trained to exclusively address all QR National enquiries and reduce the levels of confusion and misallocated calls between the two companies.

Switchboard operator John Mahuika said the team finds the job very interesting, particularly the aspect of working with people who have come from different career paths, and handling different types of calls.

"No call is ever the same and when things become challenging we have the help of fellow QR National employees to assist us," John said. For further information on QR National's new and improved switchboard, please email: brand@qrnational.com.au.

Switchboard operator Violeti Kavana

What is the function of your role?

I assist clientele and new customers with queries and ensure enquiries are forwarded on to the correct department or employee.

What has been a key learning for you?

I would have to say discovering Australian geography. Australia is a continent that I am still to explore, so when clients mention all sorts of suburbs and towns, I Google as fast as they speak! It's great to gain knowledge that never seems to end.

What do you enjoy most about working on QR National's switchboard?

Firstly, my colleagues - they are so helpful and stress-free. Being able to assist clients and find solutions to their queries is the biggest bonus. Interaction over the phone with members of the public is also a great experience.