Articles / COVID-19

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 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 our 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.

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 059 829 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.


Do you have broken glass?
Call us now on 1800 059 829

For emergency glass repair or replacement in your home or business, speak to one of our experts. We'll discuss options, costs and appointment times.

We'd love to help you, but unfortunately cannot assist with:

  • Cook tops or oven doors
  • Refrigerator glass
  • Light and lamp shades
  • Spectacle repairs
  • Phone or tablet screens
  • Curved glass or tanks
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