Our recruitment team has unparalleled experience in helping enterprises, local and state government find talented professionals.
Published on 26 June 2025
Back to News
By Natasha Wright, General Manager – Corporate Services
When most people think of Peak 247 or any outsourced call centre, they often imagine after-hours support — the team that picks up the phone when your office is closed or during natural disasters. But what if we told you our call centre is much more than that?
Our Queensland based call centre isn't just an after-hours safety net — it’s a fully scalable, professional service that can provide real-time overflow support during the day, ensuring your community never gets left on hold.
We are an extension of your team; we serve as the communication bridge between you and your community. We report on the concerns and issues raised by your community and share the information you want them to know.
We understand that even the best-staffed contact centres can experience surges in demand — whether it’s due to seasonal rates notices, storm events, system outages, or unplanned staff absences. These peaks can lead to long wait times, abandoned calls, and frustrated communities.
That’s where we come in. Our call centre team can seamlessly integrate with your operations to absorb overflow traffic, picking up calls when your team cannot. This ensures a consistent and positive experience for your community, no matter how busy things get.
Our service is designed to be flexible and responsive. Whether you need full 247 support, daily overflow support during peak hours, help covering scheduled team meetings, or backup during unexpected staff shortages, we can tailor our support to meet your needs — without compromising quality or continuity.
For example, you may choose to divert your calls to us after your caller has been on hold for two minutes, or even straight away.
Every missed or delayed call is a missed opportunity to serve your community. By partnering with us, you can ensure that every resident, ratepayer, or customer receives the attention and service they deserve, even when your internal team is at capacity.
We are committed to continuous improvement, actively enhancing our call centre operations through a range of initiatives, including:
This means you can rely on a team that’s not only well-trained, but continually improving — refining processes, incorporating feedback, and leveraging insights to deliver better outcomes for your customers every day.
Don’t wait for the next overflow crisis to take action. Talk to us about how our experienced, Queensland-based team can become a natural extension of yours — supporting your call centre 24 hours a day.
Contact Ben Klitscher at bklitscher@wearepeak.com.au to explore a flexible call overflow solution that works for you. Your community deserves to be heard — every time.