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Quitline crowned as winner in industry excellence awards

Posted 28 Aug, 2018

Quit Victoria’s Quitline team is the winner of an Annual Government Contact Centre Excellence Award, held last night in Sydney.

Quitline won the Best in Class Contact Centre (Under 30 Seats) for 2018, which honors and celebrates best in class government contact centres and service delivery teams who have exceeded industry standards.

Quitline Contact Centre Manager Lindsay Whelan said this reflects recent workflow improvements made to better serve Quitline callers wanting to quit smoking.

“To be crowned as winner is a huge honour and recognises the hard work our team has put in to make Quitline more effective at supporting people to quit smoking,” Mr Whelan said.

Quitline has implemented a key process improvement strategy, linking the telephony and the customer relationship manager (CRM) to automate workflows and calls based on their priority.  

Mr Whelan said an outbound dialler was put in place on the telephony so Quit Specialists no longer need to review work schedules from the CRM, as this is all done at the backend by the workforce coordinator.  

“The CRM serves patient records to Quit Specialists automatically so they can read notes before making an outbound call to a client. This allows the Quit specialists to focus on their key skill, which is providing behavioural counselling to smokers wanting to quit,” Mr Whelan said.

“Calling the Quitline increases a person’s chance of quitting successfully. With 730,000 Victorian smokers, it’s vital that we do everything we can to ensure our Quit Specialists are 100% focused on listening, to best meet their needs.”

The results were announced at the 18th Annual Government Contact Centre Summit on Tuesday 28 August. For details visit

About the Quitline

People who call the Quitline are more likely to quit for good. Quit Specialists have the experience, knowledge and resources to help smokers get started and stay on track.  

Research shows that the most effective way to quit smoking is a combination of coaching (such as the Quitline) and nicotine replacement therapy products or quitting medication.

The Quitline is available by calling 13 7848 between 8am and 8pm Monday to Friday, or by requesting a callback. We also have Aboriginal Quit Specialists available.

Quit Victoria is a partnership between VicHealth, the State Government of Victoria, Cancer Council Victoria and the Heart Foundation. For more information, visit:

Media release

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