Cheshire West and Cheshire Council reduce waiting times and improve customer service through CTI
Cheshire West & Chester Council has adopted KANA Lagan CRM solution which is essential for quickly managing inquiries handled by the 80 agents at its contact centre at Wyvern House, Winsford. Every year the council receives over 500,000 calls and 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.
As part of its on-going “Think Customer!” initiative to improve service delivery, the council decided that further integration between its crucial CRM platform and its Avaya PABX could allow it to further reduce the number of simple calls coming into the contact centre and shorten the process for customers to reach the Council. 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.
As Maria Byrne, Head of Service, for CWCC explains, “Like much of the public sector, we are facing challenging times and are looking at ways to improve efficiency so we are turning to technology and in particular CTI integration to help improve how we manage our communication strategy.”
Following a detailed evaluation process, the Council selected Liquid Voice based on its extensive technical capability and its successful CTI work with a range of public sector clients including Flagship Housing and Bernicia. For those callers who need to speak to the council, 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.
“Liquid Voice has been both professional and flexible in the delivery of what has been deemed a successful project that will allow us to improve the customer experience across many aspects of council service delivery.” Maria concludes.