Contact centre

An contact centre provides specialist skills and IT technology to underpin a council's service transformation. It is a customer relationship management system to enable the council to build better understanding of its end-customers.

A key part of the service is the establishment of separate customer facing positions from back office duties, to create a more customer-centric service.

The contact centre provides improved customer service through:

increased number of enquiries handled first time
increase in calls answered
decrease in the number of abandoned calls
ability to predict and manage peaks and troughs in service demand