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Infoline

In addition to providing general information, Infolines are often used to provide latest status information to the general public. They can also be used to provide more specialised assistance for restricted groups or nominated individuals.

Your infoline can be configured to work in a variety of ways at Well Done:

Operated assisted calls

  • We can give out information to callers;
  • Qualify the caller to give out specific information;
  • Log and/or respond to a complaint;
  • Escalate the call to nominated staff or contractors on call;
  • Broadcast updated information to a group by SMS, email or outbound calls.

Interactive Voice Recognition (IVR) aided services

  • As an announce only IVR message (the message can change as information is updated);
  • An interactive IVR allowing access to information by area, product or type selection or by the caller’s authorization level (demonstrated by PIN access, for example);
  • IVR with or without contact centre support;
  • Custom IVR database applications can also be developed to track enquiries on a mass scale for customer service or other analysis.

Broadcast to a group

  • When you update your IVR or call into your own infoline, we can broadcast updated information to nominated groups or individuals.


We can supply 1300 or 1800 numbers for your service, or you can anchor your numbers to your infoline screen with us. If you have a 1900 number, this can also be anchored at our answer-point, and you can charge your callers for information services provided.

Service Provision

The service level that your infoline requires will depend on the work that we undertake for you.

For example –

Typical uses:

Status Updates

Wet Weather Line

  • Callers can listen to the latest information about facilities open or closed;
  • Nominated sporting groups automatically advised that playing fields are open or closed.

Consumer Customer Service Line

  • Basic product information, ingredients;
  • Product recalls;
  • Stockists and service agents.

Latest status reports on events or activities.

  • Rough seas affecting boat or fishing charters;
  • Estimated arrival times – airlines or transport
  • Big events – sessions, parking availability, warnings, results;
  • Incident response teams – on standby or stood down in line with current risk assessments.

Industry, site or company hotlines

Consumer complaint line

  • We can take a message or escalate to Customer Relations or other staff as appropriate;
  • We can provide information on product recalls.

Industry hotlines

  • Producer incident reporting – report outbreak of disease, contamination or other issue for primary producers in an industry;
  • We can take a message or provide general advice on an incident or issue to the public;
  • Refers callers to sites and individuals for more information for specific product or regulatory questions.

Site Hotlines

FM or Community Relations support for a sensitive development site may diffuse an issue before it escalates to government and regulatory authorities’ attention.

We could simply take a message or triage the call for urgency and then escalate to your team so that complaints can be quickly addressed or resolved.

For example –

  • Take enquiries about an incident;
  • Screen calls and conference through some to key individuals, as appropriate;
  • Give out varying levels of information to approved people;
  • Provide status updates on the incident or disaster.

Disaster management

Companies sometimes find themselves swamped with calls from the public when disasters occur. There may be concerns about individuals unaccounted for, environmental risks, or enquiries from staff, suppliers or customers. You may even attract media attention.

Timely and responsive handling at a corporate level is essential. Following your instructions, we may:

  • Take enquiries about an incident;
  • Screen calls and conference through some to key individuals, as appropriate;
  • Give out varying levels of information to approved people;
  • Provide status updates on the incident or disaster.

For example, we could –

  • Ask qualifying questions to approve a caller then advising an evacuated resident can return to their home;
  • Field enquiries from friends and family enquiring about someone possibly involved in an incident;
  • Provide a simple confidential hotline for management or staff with advice on what to do in an emergency (e.g. incident or mass evacuation);
  • Provide backup and overflow support to your reception team.

Also available - Staff Welfare and Business Disaster Recovery Support Services

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