Nottinghamshire County Council has installed Rostrvm’s Contact Centre application suite as part of the council’s new Customer Service Centre in Hucknall.
The council recently conducted a survey and found that 76% of local residents prefer using the telephone when contacting the council. They used this information to launch a new Customer Service Centre, where residents can use a single number to contact the council regarding over 360 council services. These can range from enquiries about local recycling facilities to queries about the First Contact Signpost Scheme.
Sarah Thurlby, project manager at Nottinghamshire County Council, said: The Customer Service Centre isn’t just about handling large volumes of calls efficiently; it’s about taking ownership and dealing with customers’ problems effectively. Our staff deal with a range of customer contacts, supporting the Council to resolve issues.
The software will be deployed alongside Ericsson PBX technology to provide call routing to the correct Customer Service Centre representative who should be able to deal with the query. According to the company, the new service can also provide extensive management information to enable advisor activity to be measured both on the phone and whilst performing administrative tasks.
Rostrvm will also oversee CTI integration with Nottinghamshire County Council’s CRM system with the aim of delivering on-screen information for the advisors as well as telephony control.
Rostrvm Solutions design, manufacture and support call centre software. Their software can be adapted to work in call centres of various sizes, with the aim of enhancing call centre technology and improving contact methods such as VoIP, email and SMS.