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Case Studies
Our work has led to measurable change
Reducing Risk in Social Care
A Local Authority social care contact centre was experiencing significant levels of abandonment as a result of several changes to their delivery model and a focus on resolution at the point of call.
Lack of resource, poorly designed telephony infrastructure and limited IVR functionality meant that citizen experience was poor and that high risk customers were not adequately prioritised. The authority was working in a very limited financial window and having recently changed telephony platform, had limited data to inform their approach.
A new prioritisation model was implemented, optimising their use of the existing telephony platform with improved IVRs which allowed calls to be safely answered in order of priority rather than arrival. Improved in call messaging encouraged positive abandonment on low risk call queues, leading to a notable improvement in abandonment rate, citizen experience and a measurable reduction in complaints.
Overall this lead to a notable reduction in the average time to answer and abandonment rates for high risk call queues, and an overall increase in the volume of calls answered.
Further recommendations were made to optimise the structure and deployment of the workforce and make use of existing speech analytics capabilities to track experience in more granular details.
The range and quality of call data was dramatically improved, along with the uptake of non-voice channels (Webchat).
Innovation in Emergency Calls
Two Police Forces were seeking a new 999 and non-emergency call handling system, which offered significantly improved functionality and was future proof in terms of omni-channel capability.
Historically, the management of the contact centre had been passive and heavily reliant on individual supervision approaches, meaning performance was inconsistent and often poor. Data on performance was limited and needed to be provided through a centralised performance unit as it was challenging to abstract from the system.
A newly designed switchboard and contact centre function was created which automated many of the previously manual processes performed by supervisors through implementing variable queue priorities and agent skill profiles.
A bespoke reporting suite was created, providing high level and granular reports on system performance as well as providing individualised agent performance packs to allow effective benchmarking.
The improved data provided an evidence base to realign shift patterns to better match demand profiles, improving overall contact centre performance.
