Respond at Work in Contact Centres
If your local authority uses a contact centre, deploying a Respond solution will make it more efficient all round. Contact centres need to be able to manage unexpected high demand levels (spikes), provide a high level of customer satisfaction in line with Government initiatives, devise and maintain cost-effective processes and increase productivity, all whilst capturing feedback in a standard, coherent way.
Respond allows contact centres to become more efficient by facilitating ‘front-line resolution’ of complaints and the management of service requests and general feedback. That is, contact centre staff are able to solve problems, guided by Respond. If a certain set of conditions are met that mean the complaint or problem needs escalating, the system will do this automatically. As a result, back-office tasks are reduced so management resources can be reassigned more appropriately, again, increasing efficiency.
Because of the way Respond collects and collates data, management information can be much more forthcoming. Respond allows key issues and trends to be identified so that many problems can be isolated and corrective actions taken to avoid future spikes in the volume of calls.
Return to Local Government or Central Government.
Contact us to find out more.