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Centrelink to get more call centre staff

Wait times to speak with someone at Centrelink may soon be shorter with the addition of 1000 call centre operators to be hired.

The Government is announcing the additional staff today and have also increased the training for the call operators to reduce the amount of transfers.

“We’ve known for a while that the service people are getting isn’t up to the standard that we want it to be,” Human Services Minister Michael Keenan told 6PR Breakfast.

“We know that people were waiting for too long, they were getting the engaged signal, when they got through they weren’t necessarily getting through to someone who could answer their question way without transferring through to somebody else,” he added.

Steve and Baz asked how long we can expect to wait with the new changes coming through.
“It will be significantly less than what you’re waiting at the moment,” Minister Keenan replied and said the wait time “at the moment is about 15 and a half minutes.”

Steve and Baz then asked their listeners, where else needs more staff?

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