Case Study: The Salvation Army Australia achieves higher NPS and better engagement with Genesys

Leveling up CX sparks exceptional engagement at Salvation Army

The Salvation Army Australia needed a more stable, integrated way to handle heavy call volumes and sensitive support requests across 10 contact centers, after using several disconnected systems that caused poor audio quality, long hold times, and dropped calls. The organization chose Genesys, using the Telstra Contact Centre Genesys Cloud platform with voice, IVR, and web messaging capabilities to create a more consistent and empathetic customer experience.

Genesys implemented a unified contact center platform with native voice, web messaging, Microsoft Teams integration, and a callback queue that quickly became widely used. The results included an 8-point NPS increase, from 56 to 64, 90% uptake of the callback option for some call types, and employee engagement rising from 7/10 to 9/10, while turnover stayed extremely low at 1.4%.

The Salvation Army Australia

Fuchsia De Lange

Phone Assistance Line Manager