Derbyshire County Council has set up a 24/7 customer contact centre with the aim of providing a single point of access for the first time resolution of service queries – at any time of the day or night.
According to the release note issued by Macfarlane Telesystems the new contact centre in Darley Dale, Derbyshire, went live on 2nd December 2004, and handles around 63,000 calls a month. The centre employs 41 people, with numbers expected to grow to around 70 people within the next two years.
Macfarlane CallPlus contact centre software is used to answer, intelligently route, manage and report on Call Centre calls, and work is underway to handle switchboard traffic in the same way. In the future,the CallPlus software will give management the ability to add new features such as call recording and interactive voice response on the same technology platform. The CallPlus system is tightly integrated with the Council’s main Ericsson telephone switch and with Northgate Front Office CRM software. Front Office manages the Council’s customer interactions – providing contact centre personnel with customer histories and other relevant data as well as creating customer records and logging calls.
Investments in advanced telephone technology from Macfarlane and CRM technology from Northgate is said to have been key to the service improvements being delivered by the new centre; helping the Council achieve ‘first call problem resolution’ of around 90% for the vast majority of services it handles.
Em Foco – Empresa