The Government contact centre solution

Many public sector contact centres are facing the challenges of re-aligning their operations to meet changing organisational objectives and customer needs

Today’s challenges for government

  • Keeping up with customer expectations
  • Developing digital and multi-channel solutions
  • Creating a customer-centric organisation
  • Managing change and building a high performing culture
  • Working within budgetary constraints and recruitment freezes

How we help government organisations meet these challenges

Through our cloud based government contact centre solution we have helped many public sector organisations to embrace digitalisation and improve service delivery, staff engagement and workforce productivity.

We understand fully that fear of change often stems from a fear of failure, particularly when it comes to using new technology and new channels.

  • Our technical and consultative teams liaise with all stakeholders to plan, configure and deploy the solution which best meets your operational requirements and aligns with your organisational objectives.
  • During and after deployment our support teams work closely with you to train all the members of your contact centre team so all are engaged and productive as quickly as possible.
  • Our support team is always there to help, whenever you need them. We don’t just help to fix problems – we’re there with you to provide advice, training, and suggestions to help your contact centre grow and improve.

Improve your customer experience

Reducing customer frustration and making it easy and quick to get the the right information increases customer satisfaction.

WHAT YOU CAN ACHIEVE

Intelligent IVR systems allow customers to access self-help, select the right destination or forward their call to other areas.

Our flexible skills-based routing feature ensures that every call is answered by the person best equipped to do so.

We can customise your solution by integrating your core applications into the agent desktop so that everything agents need is available within a single application.

Keep customers informed of waiting times and offer a call back service or voicemail.  You can also monitor abandoned call rates in real time so you can take appropriate resourcing action.

Our multi-channel solutions enable your contact centre staff to provide seamless service via the customer’s preferred channel – voice, email, chat or SMS.

Improve staff job satisfaction

Increasing self help options for simple transactions will free up staff to spend more time helping customers with complex issues, which is definitely more rewarding.  Agents become more customer-oriented and results driven, giving them a greater degree of satisfaction because they are actually spending more time helping people.