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Leeds deploys improved call centre customer feedback platform

Antony Savvas

Leeds City Council is deploying a new contact centre feedback application to help improve its services to citizens.

The city’s contact centre solutions partner, Sabio, will deploy the Impact 360 customer feedback system from Verint, which will enable citizens to provide immediate and relevant feedback at a fraction of the cost of previous postal feedback campaigns.

The new customer feedback solution will replace a number of previous ad hoc feedback approaches and will allow the council to assume internal control of customer feedback programmes for the Contact Leeds operation.

Adam Quesne, head of customer development at Leeds City Council, said, “When we assessed the performance of our postal surveys we found that it was costing us up to £5 per survey, and it was very difficult to do anything useful with the resulting data, like linking responses back to actual calls, specific call types or agents.”

He said, “With the new Impact 360 solution we will get immediate feedback, the cost per survey will be in pence rather than pounds, and we’ll be able to connect individual customer feedback to the actual call recordings.”

Leeds.gov.uk >>

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