Case Study

Yarra Valley Water


ezispeak has been the Language Services partner to Yarra Valley Water since 2014. The solution designed by ezispeak for this client was the first of its kind in Australia as it was the introduction of a hybrid overflow model. This was required due to escalating costs from a government owned provider.


- The existing process didn't make correct use of the client's existing assets

- We had to ensure that we reduced the cost to serve the client's migrant customers

- We had to create a new workflow that automatically found the best service path, depending on changing agent resources


- 98% of calls connected to an interpreter in under 60 seconds

- An average interpreter connect time of 21.5 seconds

- 99.8% of all requests serviced by a NAATI Certified Interpreter

- Up to 57% reduction in costs associated with interpreting services consumption

The Challenge

The primary challenges this organisation faced related to a duplication of costs associated with servicing their migrant customer base. Not only did this client have a number of bilingual customer care agents employed across their top 5 languages (which made up 60%) of the contact volume, they also had an inbound telephone interpreting service which also routed calls directly into their call centre. This made internal resource optimisation near impossible given the client had no control over its customer service strategy with the incumbent.

Yarra Valley Water

From The Users

The Outcome

ezispeak worked with Yarra Valley Water to design a hybrid service model which would route all calls from migrant speakers into dedicated bilingual agent queues, allowing YVW to utilise their most cost-effective resource first. In the event of agent unavailability, the migrant customer would be automatically routed to a general customer care queue with an interpreter pre-connected. This ensured YVW met its first contact resolution requirement for every call, as well as removing unnecessary waste from the overarching service design.

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Yarra Valley Water

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