The key benefits of the Liquid Voice integration with our LAGAN CRM system are maximised efficiency and performanceCheshire West and Chester
Cheshire West and Chester Council is an innovative organisation that provides its employees with new and enhanced ways of working. They work hard to improve engagement with customers, individuals, communities and partners.
Located in the North West of England Cheshire West and Chester Council, has a population of 329,600 and covers 350 square miles.
Every year the 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.
Cheshire West and Cheshire Council wanted to improve efficiency when processing customer enquiries, shorten waiting times for customers, and effectively to do more with less.
By introducing automation into the existing Avaya telephony system they 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 Customer Services 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.
The CTI system will help to improve the service to customers by presenting the information to the agent as soon as they answer the call, providing their record is in the CRM system.
This will allow agents to see who is calling and deliver a more personalised service it will also improve agent efficiency, as the agent will no longer have to search for the customer record. The result is shorter call lengths, and further reducing the wait times for other customers
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.