Notts County Council consolidates customer service with rostrvm

Nottinghamshire County Council is consolidating its customer service through a single point of contact to make it easier for residents to access services.

Nottinghamshire County Council is 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.




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