Case Study: How Australia’s largest lottery business used flexhive to boost its service centre

The Company

The Lottery Corporation is the driving force behind Australia’s largest lottery games and one of the best-performing lottery businesses in the world. Operating in every state and territory except Western Australia, it is home to The Lott and Keno brands that have been adding excitement to Australians’ lives for decades. The organisation offers games that not only deliver life-changing wins to its customers but make a meaningful difference in the community.

The Challenge

The Lottery Corporation operates a service centre that provides support to the people who play its games, along with lottery retailers and Keno venues. Effectively a help desk for customers, it is an essential part of the organisation and operates 24 hours a day, seven days a week. Upon being appointed to lead the centre in 2018, the company’s Head of Customer Operations believed there was an urgent need to improve productivity and boost morale among the workforce.

The Solution
The Lottery Corporation formed a partnership with flexhive by Hudson, an on-demand talent platform that provides contingent and non-BAU permanent recruitment solutions. After conducting an independent analysis of the service centre, flexhive by Hudson rolled out a program that benchmarked high-performing staff to build a success profile defining the key skills, knowledge, behavioural competencies and personal attributes required of employees. These profiles were then used to identify suitable candidates from flexhive by Hudson’s ready-to-work talent pools and help The Lottery Corporation make informed decisions regarding staff promotion.

The Result
The five-year partnership has resulted in increased productivity and improved morale among staff, with flexhive by Hudson continuing to provide support as The Lottery Corporation expands its service centre to more than 100 consultants. Along with offering an end-to-end solution for temporary staff, a flexhive by Hudson consultant visits the service centre weekly to monitor performance, presents monthly awards to high-performing employees and even delivers treats as part of its commitment to fostering a positive work environment. In a tough labour market, The Lottery Corporation has also transitioned many of flexhive by Hudson’s temporary staff to permanent employee status at competitive buy-out rates, which has been instrumental in helping the organisation grow its workforce.

The Quote

“Attracting good people is really difficult at the moment but our always-on strategy with flexhive by Hudson means they are constantly vetting recruits for our monthly staff in-takes. This model serves us well but it only works because both parties are working closely to ensure the best talent is identified and recruited.” – Kate Goos, The Lottery Corporation.

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