The Copyright Agency has launched an online Help Centre to better support members and licensees across all areas of the business. Complete with frequently asked questions, the Help Centre also features an online chat function providing direct contact with Copyright Agency staff.
Copyright Agency’s Manager of Member Services, Rosie Daniele, says, “I am really excited to be able to introduce a new system to help our members get an ever better level of service and allow us to always improve on what we do.
“The Help Centre makes it easier to find answers to the most commonly asked questions online, and tracks our call centre response times so we can constantly improve our service. We have clear response time targets, which the new system checks, so we make sure we respond to members’ questions as fast as possible.”
“The new online help centre also features a chat function ‘pop-up’ that puts inquirers in direct contact with our member services team. When the chat is completed, members can simply and easily rate whether they were happy with the service they received. This allows us to continually monitor how we are going and to improve the way we service members. So far we are on a 96% satisfaction rating and we aim to keep it that high.
“Of course, members can also talk to either myself, Charli, Johanna or Elaine. We are still taking phone calls,” Rosie added.
The frequently asked questions in the Help Centre are easy to search and are divided into three categories: Membership, Licences & Permission and Copyright. Each category features a collection of articles related to particular topics, such as how often we distribute payments, visual arts licences, the Cultural Fund, or common copyright myths, and gives the option to search for, or submit a query.
“To ensure the Help Centre is relevant, our team has consolidated and updated information from across the website into this one place. It also includes information for our new Visual Artist members that have joined as part of the recent merger with Viscopy,” says Ms Daniele. “New information will be added consistently too, in response to common queries.”
Apart from the Help Centre, people can ask questions by email to: firstname.lastname@example.org, or by telephone via our toll-free number (landlines only): 1800 066 844 or in Sydney 02 9394 7600.