Every year the council receives over 500,000 calls. Whilst the majority of calls currently get through to a member of staff in less than 20 seconds, during busy periods these wait times can increase. Cheshire West and Cheshire Council wanted to improve efficiency when processing customer enquiries, shorten waiting times for customers, and effectively to do more with less.
The two main features of the new Think Customer solution are a Virtual Operator system that will assist with call routing, and a CTI system that integrates the Lagan CRM with the phone system, allowing customer information to be presented to the Cheshire West contact centre agents as soon as a call is received.
The Virtual Operator comprises a Speech recognition solution, (the CX-E Voice User Interface) that allows the Customer to ‘speak’ the name of the department that they require, before being routed automatically through to that team.
The solution allows calls to be filtered away from the contact centre reducing unnecessary call traffic and additionally callers can simply speak the name of the person or department they need without the need to be routed through an agent.
For those callers who need to speak to an agent, CTI integration with the council’s CRM package means that contact centre agents and operators can see who is calling and deliver a more personalised and efficient service. Caller information provided to the agent quicker so call handling time reduced on every call which means that agents can handle more calls more effectively.
To Read the rest of the Case Study, download the PDF
“4net have provided ongoing support and advice throughout the implementation process, taking into account our requirements and tailoring a solution that allows us to provide the best quality of service to our customers.”
Maria Byrne – Head of Service, Customer Services Cheshire West and Chester Council