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A council’s transformation programme turned to BT to create a more efficient contact centre for citizens

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Challenge

To maximise the effectiveness of its transformation programmes, the council needed to ensure that people’s needs were met in a single interaction by making better use of self-service and electronic channels.

Solution

BT created a single virtual contact centre environment for 170 agents across three organisations, with rich features and functionality including voice recording, workforce management and customer feedback management.

Results

The deployment has been a great success with Transform Sandwell hitting all its key performance indicators around customer satisfaction, first time call resolution and increasing the use of multimedia channels.

The key is to ensure that more of people’s needs are met in a single interaction, while making better use of self-service and electronic channels. Similarly, gathering customer feedback means making the most of day-to-day interactions rather than labour-intensively creating new ones.
Emma Botfield, Head of Customer Services, Transform Sandwell

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