Every year Cheshire West & Chester Council receives over 500,000 calls. Whilst the majority of calls currently get through to a member of staff in less than 20 seconds, during busy periods these wait times can increase.
By introducing automation into the existing Avaya telephony system Cheshire West and Chester Council wanted to reduce the number of simple calls coming into the contact centre and shorten the process for customers to reach the Council and have their enquiry handled. This would improve efficiency, which would in turn enable them to migrate more business into the Customer Services Team driving further change and improvement throughout the authority.
The main features of the new solution are a CTI system that integrates the Lagan CRM with the phone system, allowing customer information to be presented to the Cheshire West contact centre agents as soon as a call is received.
For those callers who need to speak to an agent, CTI integration with the council’s Lagan CRM package means that contact centre agents and operators can see who is calling and deliver a more personalised and efficient service. Caller information is provided to the agent instantly so call handling time is reduced on every call allowing agents to handle more calls.
“The key benefits of the Liquid Voice integration with our Lagan CRM system are maximised efficiency and performance.” Maria Byrne – Head of Service