Blackburn with Darwen Council faced a common challenge; their ageing contact centre channel manager system was costly and unable to keep up with the current demands of their customers. It could not provide the functionality to handle multi-channel interactions or deliver against the Council’s programme of transformation.
Following a detailed procurement process, the Council chose
Netcall’s ContactPortal and Liberty ContactCentre solutions
together with modules for email and web chat. This equips the Council
to handle calls more effectively, automate call routing and
smooth daily peaks and troughs. Plus they can streamline email and web chat contact, which is often handled outside of the contact centre.
The majority of calls in to the Council's contact centre are ‘low value’. These calls are now automated to deliver seamless routing of calls, saving approximately £60,000 per year; equivalent of 2-3 full time staff. Staff focus on ‘higher value’, more complex calls. Email and web chat contact is now handled to the same standards available via the contact centre.