Yarra Valley Water is the largest of Melbourne’s three water corporations, based in Melbourne’s east. Our service area covers 4000 square kilometres and our network consists of around 20,000 kilometres of water and sewer mains. We manage over $5 billion worth of infrastructure and assets.
Latest Glossary Terms
Overflow Calls
Overflow calls are defined as customer calls that cannot be initially handled by the primary call centre workforce.
Employee Pulse Checks
Employee pulse checks are short, frequent surveys that measure employees' sentiments, engagement levels, and overall workplace experience.
Abandonment Rate
Abandoned Calls is typically referred to as the number of customers that got sick of waiting to be serviced and disconnected before being connected with an agent.
Asynchronous Communication
Asynchronous communication is when messages are sent and received at different times, allowing individuals to respond at their convenience.
Customer Service Vision Statement
A customer service vision statement is a clear, aspirational statement that defines the purpose and direction of a company’s customer service efforts.
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