Hunter Water is a state-owned Corporation providing drinking water, wastewater, recycled water and stormwater services to a population of almost 600,000 people in homes and businesses across Lower Hunter – Newcastle. Hunter Water manages an asset base of more than $2.5 billion worth of infrastructure, including 10,000 kilometres of water and sewer mains.

With 20 employees within their Customer Service Centre in Newcastle, their primary role is to ensure the safety of people within their community.


To start utilising the Workforce Management capabilities within their existing Genesys Cloud platform to enhance contact centre processes and employee management, improve team visibility, and allow the primary focus to be on progressing customer journeys. 


The Solution 

The primary goal was to get people on board and to use Workforce management’s capabilities confidently. Together with QPC, the Hunter Water management team began to roll out practical training and guides to agents to help them better understand the rewards of using a connected and automated system. 

“We wanted to improve workflow efficiency and reduce the workload for our contact centre agents. The first step to doing this was to adequately use the capabilities Genesys Workforce Management provided, including the internal chat capabilities and day-to-day scheduling tasks. As a result, we have now reduced the overall workload of our agents by tenfold, and I am more available to support my team.” – Megan Harrison – Hunter Water.

Incredible Results: 

“KPIs are being met. We have fewer calls coming through as agents now have the capacity to respond to more emails promptly, reducing the load of follow-up calls. As a result, our customers are happier, which means employees are happier too. ” Megan Harrison – Hunter Water