How Councils Deliver Outstanding Customer Service
Residents are delighted, staff are enthusiastic, and management is impressed
Does Your Council Face These CX Challenges?
Residents Needs
- Fast and helpful service by phone, email, webchat, social media or text – 24/7.
- Not to be transferred to multiple people and having to repeat everything all over again.
- Efficient and easy-to-use self-service options for routine enquiries so they don’t have to speak to anyone.
- To have their concerns understood, and managed with courtesy, empathy and efficiency.
Staff Needs
- Instant access to customer details and history so they’re up to speed as they start the call.
- Instant access to Council knowledge base, to provide fast response without juggling multiple windows or screens.
- Instant view of call queues, and their own progress against KPIs.
- A fast and accurate way to finalise call status and wrap.
Management Needs
- The latest technology, without expensive infrastructure and costs.
- A customer service system which fully integrates with other Council systems, and can be managed internally.
- To have instant and thorough insights into CX operations in real time and historically.
- A system that our staff enjoy using and keeps them productive and they have fast local support when they need it.
Of course there are more, but these are the most common challenges that Councils we work with have advised are their main priorities.
The GOOD NEWS is that we’ve solved all these problems for Councils
“Council has been able to improve our service to the customer and better monitor performance through data analytics and dashboards. The agile solution allows us to pre-plan and respond to peak workload periods. The Premier team were very supportive during and post-implementation.”
Bobby Mayne
Manager Customer Experience, Bayside Council
“The first time Premier’s project manager showed us the reporting capabilities, we were dumbfounded about how much insight we now have into CX operations. Contact Point will be the key to the successful implementation of 9 other CX projects.”
Moonee Valley Council
Head of CX
“The ongoing support from Premier’s service desk team is excellent as they’re always available to assist with any system changes or answer our questions. They continue to treat us as highly and respectfully as they would some of their larger clients. This for us has been invaluable and has made Tweed Shire Council a great fan.”
Anthony Morton
Customer Service Leader, Tweed Shire Council
Premier Contact Point for Councils
Curious how other Councils are lifting their customer service game? Share a few details and one of our local specialists will be in touch for a short, obligation-free chat about your Council’s goals.
We’ll start by understanding your challenges and, if it makes sense, walk you through how Contact Point could work in your environment.
See below for a snapshot of what Contact Point does for other Councils.
Contact Point Council AI Concierge
Contact Point’s AI Concierge handles inbound enquiries using conversational language, just like humans.
The AI concierge works 24 hours a day, triaging unlimited webchats and calls at once. It can:
- Provide the right answers to many common questions.
- Direct people to a self-service area to make a booking, pay an account, upload documentation, view more services, or request help.
- Interpret intent and intelligently route enquirers seamlessly to the best Tier 2 person, if required.
Contact Point Council App
These days the majority of people will contact you from their mobile phone, and many people prefer texting and messaging to calling.
Our Contact Point Council App provides seamless omnichannel options to make it easy for residents and your team to communicate.
What you’ll see:
- How to auto-schedule payment due and appointment reminders
- How to keep customers informed during emergencies, outages, or service maintenance periods.
- How to give customers the option to receive a text containing self-service links, or to request a call back. Particularly useful during peak times.
Contact Point AI team helpers
You’ll see how our integrated AI works behind the scenes, supporting your front-line staff with real-time help, and your management teams with extraordinary insights. Things like:
- AI-enhanced first-contact resolution giving staff live access to relevant info and recommendations for best solutions.
- Real-time sentiment analysis to help staff improve engagement and defuse potential conflicts.
- Call transcriptions and summaries.
- Analysis of large datasets to identify trends and help management make informed business decisions to improve CX and operations.
- Predictive analytics to analyse historical customer data and forecast future needs. Very useful for managing natural disasters and events, and for services planning.
Powerful Contact Point dashboards, integrations and reports
You’ll see how your front-line staff have access to all the info they need in one dashboard, to provide helpful service instantly.
- Instant communication through phone, email, chat, SMS and social messaging – all managed together, not separately.
- Full integration with your CRM and knowledge base.
You’ll also see the large range of management team reports, and unlimited customisation capabilities.
- Powerful real-time & historical reporting.
- Non-technical back-end administration and customisation.
Impacts reported by Councils
City of Mooney Valley, Vic
- Seamless implementation celebrated by staff, fostering a positive change management experience.
- Contact Point has become a focal point in monthly management meetings, driving continuous improvement.
- Real-time customised dashboards transformed team performance and accountability.
- Customer experience team gained autonomy in system management.
Tweed Shire Council, NSW
- A reduction in abandoned calls was also achieved via our auto-call feature, reducing the time it took for agents to answer calls.
- Improved call queue functionality helped to reduce queue wait times, and calls being routed to the right staff member.
- Overall Council has been able to transform customer engagement while reducing their contact centre cost and complexity.
Bayside Council, NSW
- Contact centre staff experienced improved customer satisfaction scores.
- Enhanced engagement of customer service staff and an uplift in overall performance and efficiency of inbound call handling.
- Configurable BI reports and dashboards provided powerful real-time and historical reporting to management.
Now is the Time to Take Action
With rapid population growth, rising costs and ever-changing technology, now more than ever, Councils need to act.
Now is when you need to deliver CX that meets customers’ demands, keeps staff engaged and productive, and meets operational and financial KPIs.
If you’d like a sounding board, let’s start with a conversation about your Council’s customer service challenges and priorities. We’ll share what’s working for similar Councils, and if it’s helpful, we can then arrange a tailored demo for you and your colleagues.
There’s no hard sell, just practical ideas and a chance to see what’s possible.
Approved under Local Government Procurement LGP115-2
Rated 9 out of 10
by multiple companies
