Eziway's secret? Personalised service instead of a call centre script

Do you ever wonder if the sole purpose of call centres is to discourage customers from getting the assistance they need? There is nothing more frustrating than calling customer service only to be put on hold and then transferred to different customer service officers where you have to explain your problem to each person you speak to. The extended wait times only heighten the frustration, giving the impression that the call centre is purposely making it difficult for customers to receive the help they require.

At Eziway, customer service is not just a department, it's an obsession. As a customer-first organisation, Eziway recognises the frustration that customers experience when having to explain their problems to a different person each time. This is why Eziway has built a successful business without relying on a call centre and instead investing in dedicated client service officers.

How we survived and thrived without the call centre.

When we launched Eziway in 2007, we knew that personalised customer service was key to standing out in this industry. So, while the titans of the industry were busy installing IVRs (interactive voice response systems) and bots - we kept working on building relationships with our customers.

No technology can replace human interaction.

Even in 2023, while the industry giants use virtual tools to sell services and solve customer problems, our Client Relationship Managers visit customer sites and provide support in person. Our customers appreciate the personal touch and the fact that we go the extra mile to understand their needs and provide solutions that work for them.

From the start of their journey with Eziway, our customers speak to the same dedicated Client Services Officer assigned to them, meaning that if any issues arise, they will always be able to talk directly to the same person. This one-on-one relationship between the customer and the Client Services Officer allows customers to get all the information they need quickly and easily.

We answer every call within 30 seconds.

And to ensure we deliver the highest possible quality of personalised service, we hire local talent. This allows us to stay true to our commitment to providing the best customer service while also giving back to the local community.

Eziway is an Australian success story and a leader in the Salary Packaging services industry. We have built a successful business without a call centre and without sacrificing quality - all we did was focus on what our customers want.

written by Shrinivas G - Brand & Marketing Lead - Eziway Group

About us:

Eziway is a boutique provider of Salary Packaging and Novated Lease services, specialising in FBT- exempt employers since commencing operations in 2007. We manage the salary packaging benefits program for more than 500+ employer groups nationally with over 50,000 active employees packaging.

We provide our services to some of Australia’s most deserving workers across various industries including Disability Services, Community Service, Aged Care, Charities and Public Health Services in the not-for-profit sector. By proudly standing for Australian employers and employees, Eziway has become a success story in the Salary packaging services for FBT-exempt organisations.