Nottinghamshire County Councilis
consolidating its customer service through a single point of
contact to make it easier for residents to access
services.
The council is using the rostrvm Contact Centre application
suite as a key component of its new Customer Service Centre based
near Hucknall.
The Customer Service Centre forms part of the council's Access
& Communications programme, and aims to provide a single point
of telephone access to more than 360 council services.
Development of the Customer Service Centre is driven by the
council's own research, showing that for 76% of people the
telephone is the customer's preferred method of contact.
The Customer Service Centre is live and services can be accessed
via a single golden number. More services are being added on an
ongoing basis.
Sarah Thurlby, project manager at Nottinghamshire County
Council, said, "The Customer Service Centre is not just about
handling large volumes of calls efficiently it is about taking
ownership and dealing with customers' problems effectively. Our
staff deal with a range of customer contacts, supporting the
council to resolve issues."
The rostrvm call centre software is deployed in conjunction with
Ericsson PBX technology to support call routing to the Customer
Service Centre advisors, who then use the rostrvm desktop
application to answer and handle the call.
The system also has the provision for extensive management
information, to enable advisor activity to be measured both on the
phone and whilst performing administrative tasks.
A next phase of the rostrvm technology deployment will include
computer telephony integration integration with the council's
chosen
customer relationship management system, delivering information
screen pop-ups for the advisors and advanced telephony control.