- BT.com
- At home
- Business
- UK Large business & public sector
- BT Group
- Choose Country or Region : United Kingdom
Jump to:
You are seeing this message because your web browser does not support basic web standards. Find out more about why this message is appearing and learn what you can do to make your experience on this site better.
-
The City of Edinburgh Council: A smart city is a sustainable city /
TNT Express Benelux /
Tommy Hilfiger: Telepresence forms a fitting solution /
Transform Sandwell
Transform Sandwell
Challenge
Transform Sandwell, a 15-year strategic partnership between BT and Sandwell Council, wanted to improve customer service through its contact centre
Solution
BT created a single virtual contact centre environment for 170 agents based on technology and applications from Nortel and Verint
Value
Customer service has improved with Transform Sandwell now regularly seeing first time call resolution in excess of 97 per cent
Client
A thriving, sustainable, optimistic and forward-looking community – that’s where Sandwell Council aims to be in 2020. Powering that journey is one of the UK’s most exciting regeneration programmes, with well over £1 billion of inward investment. It’s a significant undertaking. Nearly 300,000 citizens give Sandwell the fourth highest population density of 34 districts in the West Midlands.
Against that backdrop, Transform Sandwell is a 15-year strategic partnership between BT and Sandwell Council. It seeks to revolutionise how Sandwell does business and delivers public services – with a remit that includes ICT, HR, project management, finance, procurement, and customer service. The Transform Sandwell partnership brought with it £45 million in investment in technology, a new regional business centre, and the creation of hundreds of new jobs.