Services A-Z

A-D

E-H

I-L

M-Q

R-U

V-Z

Multiservice contact centre

Provision of Contact Centres (call centres) providing a single point of contact on behalf of a Council for telephone and email enquiries from local residents across the full range of Council services.

The Contact Centre provides specialist skills and IT technology to underpinning the Council’s service transformation. It is a customer relationship management system to enable the Council to build a 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 will provide improved customer service through: an increased number of enquiries handled first time; and increase in calls answered; a decrease in the number of abandoned calls; and the ability to predict and manage peaks and troughs in service demand.