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Enabling customer engagement
To improve their customers’ experience and increase standards of service while reducing costs, local authorities must streamline the ways they handle enquiries from the public. Time and money are wasted if it’s hard for people to work out which number to call for what. You’re wasting budget if all agents can do is direct callers on.
Self-service is one option – using interactive voice response (IVR) and/or through online services. But it is equally important that your processes help reduce the need to make contact and for enquiries to be handled correctly first time. Together, such changes can improve the citizen’s experience, while easing workloads.
We can help you:
• Understand more clearly who your customers are, why they are contacting them and what they expect when they do.
• Develop new relationships with citizens based on choice and independence.
• Improve customers’ experience of the services you offer.
• Allow customers to contact your people when and how they want, potentially 24/7.
• Deliver right first time, cutting waste, increasing efficiency, and reducing the chance of follow-up contact.
• Scale the capacity of contact centres up and down quickly to meet surges in demand.– for example, those associated with one-off or annual activities.
• Match agents with skills independent of location.
• Improve agents’ job satisfaction.
• Provide front-line staff with the realtime access to information and IT services they need to do a better job for customers.
Learn more at our CRM product suite
Related case studies
- City of Edinburgh Council (PDF-83 KB)
- An innovative letting system for social housing.
- City of Edinburgh Council (PDF-36 KB)
- "Smart" online services has dramatically improved council services.
- Suffolk County Council and Mid-Suffold District Council (PDF-66 KB)
- Customer First is transforming the provision of adult care services.
- City of Edinburgh Council (PDF-85 KB)
- See how the council uses to process benefits claims.