CALL US 24/7 | COVID SAFE PRACTICES | READ OUR UPDATE

O’Brien® experts continue to be available to service your vehicle glass, glazing, electrical and plumbing needs. We are open, call us 24/7. Given the ever-changing situation, we continue to put increased hygiene and protective measures in place to help keep customers and staff safe, including the latest requirements in Victoria. Read our COVID-19 Plan here.

Articles / Auto Glass

How our Call Centre rapidly adapted to COVID-19

28 August 2020

How our Call Centre rapidly adapted to COVID-19

Many businesses have had to evolve since the COVID-19 pandemic began, and O’Brien® was no exception. Our Call Centre, or as we like to call it, our ‘Customer Solutions Centre’ was one of our key departments we had to evolve rapidly. Plus we had to continue to offer the same great service our customers expect during this transition as our O’Brien® AutoGlass and O’Brien® Glass branches remained open to help repair and replace damaged windscreens and home and business glass during this crisis.

Here’s how it all happened… and all within 2 weeks!

All staff who could work from home went home immediately so the Customer Solutions Centre could be split across two floors to allow O’Brien® to follow social distancing regulations and implement key contingency measures. With strict rules in place such as no travelling between floors, separate entrance/exit by floor and zoom meetings between floors meant the part of the Customer Solutions Centre could still operate and support customers if there was an outbreak on one of the floors.

In addition, 40% of Customer Solutions Centre agents were set up and working from home within 2 weeks while still taking customer calls.

Extra hygiene protocols were put in places and floor champions were appointed to ensure the new rules were followed and to help identify any further risks.

This wouldn’t have happened without the flexibility and positivity from all our O’Brien® Customer Solutions Agents. Here’s what one of our Customer Service Agents, Adriana had to say.

Working in Customer Solutions is not an easy job. Our agents are trained and skilled to deal with resolving customer enquiries quickly, no matter how complex. In addition, they had to quickly adapt their working practices over the last few months, as COVID-19 emerged, to adhere to changing Government regulations and WHS guidelines.

Looking after our Customer Solutions agents is so important to us. We encourage lots of engagement each week, in the form of competitions, celebrations, support, story sharing and recognition, to keep spirits and morale high especially now the team are separated across multiple sites.

If this sounds like a great place to work and you would be interested in working for O’Brien® Customer Solutions then check out any available opportunities on our Careers Website.

A bit about O’Brien®

O’Brien® has multiple divisions: O’Brien® AutoGlass, O’Brien® Glass and O’Brien Electrical & Plumbing. The biggest of which is O’Brien® AutoGlass where each year we complete over*:

  • 289,000 windscreen replacements
  • 44,000 windscreen repairs
  • 28,000 side glass replacements
  • 16,000 rear glass replacements

* Figures based on FY 2019

At O’Brien® AutoGlass we can also recalibrate the camera in your vehicle to help ensure the proper working of many of the safety systems built into your car such as automated braking systems. This is our Windscreen Cal-Tech® Recalibration Service which is done at the same time as your windscreen replacement.

We also now offer a ‘Touchpoint Sanitisation’ service which is an extra series of steps added to our existing, high-quality procedures for vehicle glass repairs and replacements, to provide a further layer of hygiene protection for our customers and technicians.

Contacting Us

If you’ve got a chip or crack in your windscreen, or in need of glass replacement in your home or business then give us a call on 1800 645 011 and one of our lovely agents will help you.

We’re open 24/7 to take your call, so contact us anytime that is convenient to you.

Get expert help

Are you sure you want to leave?

Exiting this page will clear your answers.
Sorry, there was an issue saving your booking.

Please try again later.

We are sorry, but that service isn't currently available in your area.
Not available

But we're adding more locations and services to our list!

To receive information regarding new products, services and content from O'Brien®, please enter your email below and we'll be in touch!

Thank you. You will be notified when we are able to service your request.
Close
Thanks!
You'll hear from us shortly
Finished

You'll hear from us shortly about your task, and we're looking forward to getting you booked in as soon as we can.

I'm done
Where do you need the work done?
Take a minute to tell us about your task.
What do you need help with?
In what type of property is this task?
Would you like mobile or branch service?
Where will the task be done?
Do you require a repair or replacement?

For windscreens, if the damage is smaller than a one dollar coin and 5cm away from the edge, we may be able to repair your windscreen. We cannot repair side or rear glass.

Will you be claiming on insurance?
Tell us your vehicle registration details
Vehicle registration
Vehicle registration state
How soon do you need the work done?
Is there anything further you'd like to tell us about your task? (optional)
Tell us a few details about yourself
First name
Last name
Phone number
Email address

By clicking submit you confirm that you have read and accept the O'Brien® Privacy Policy and Terms of Use.

Hi there, our experts have helped 300,000+ Australian families in the last year.

  • 90+ years In Business
  • Locally Available Near You
  • Fast & Friendly Service
  • Mobile & Branch Service

What do you need help with?

Or call us on 1800 059 829