Redditch Borough Council Set to Improve Call Handling Ability in Contact Centre with SmartPoint
Redditch Borough Council, part of the Worcestershire Hub comprising district and borough councils and a county council, has selected SmartPoint to enable customer service advisors (CSAs) in the contact centre to offer a more streamlined and efficient service. SmartPoint achieves this by providing a single view of the customer via a desktop dashboard that works alongside the council’s customer relationship management (CRM) system. Redditch is the third Worcestershire Hub member to select SmartPoint along with Wychavon District Council and Bromsgrove District Council.
[UKPRwire, Sat May 16 2009] With a population of around 79,000 residents, Redditch Borough Council, situated in the West Midlands, delivers a range of local services including housing, community safety, leisure and environmental services across both urban and rural areas. The council aims to provide high quality services for all its customers and sets out the standards of customer service in its customer charter.
“As a very hands-on manager, I knew as soon as I saw SmartPoint that it would significantly help our CSAs to become more efficient in their jobs,” explained Lynn Jones, Customer Services Manager at Redditch Borough Council. “Also by involving the CSAs in the identification and development of the dashboards, the rollout would be more effective and easily adopted by the team,” she added.
SmartPoint will help Redditch provide many major services up front to its customers by connecting with numerous back office systems including revenues and benefits, planning, building control, waste management and cleansing, housing and a document management system.
“SmartPoint will allow our CSAs to have a broader view of the customer when they call into the contact centre”, said Lynn. “Because SmartPoint brings together information in one place, advisors can work more quickly and proactively with customers to resolve their calls”, she continued.
“Previously CSAs needed to log in to six or seven back office applications every day,” said Rob Seager, IT Services Manager at Redditch Borough Council. “Because the SmartPoint dashboard delivers real-time information from all these systems in a single desktop dashboard, advisors won’t need to have multiple systems open at once and waste valuable time searching through them,” he concluded.
SmartPoint has recently been named a finalist in the 2009 Top Performers in the Contact Centre Industry Awards for EMEA. SmartPoint’s local authority customers include: Ashford Borough Council, Bromsgrove District Council, Canterbury City Council, City of London, London Borough of Camden, London Borough of Sutton, Medway Council, and Wychavon District Council.
SmartPoint delivers context-based, real-time customer information directly to the call centre advisor's desktop. This enables contact centres to optimise customer service, operational efficiency and reduce costs by automatically providing advisors with relevant and timely information thus avoiding the need to manually search multiple systems.
As well as providing a superior customer experience, SmartPoint allows advisors to fulfil contact centre targets by increasing first call resolution, providing a single view of the customer on one screen and reducing call times therefore increasing efficiency.
SmartPoint Technologies is a member of the TIS Software group of companies. The TIS Software group has many hundreds of customers operating in more than 30 countries including Abbott Laboratories, Bailey Teswaine, Fuller Smith and Turner, Fired Earth, London Transport, Virgin Media, Midwich, City of London, Medway Council and Ashford Borough Council. For more information about SmartPoint software visit: http://www.smartpointsoftware.com.