The new customer engagement solution has two core elements:
Netcall Liberty: To provide contact handling management for phone, face to face, email, webmail, SMS text, webchat, social media, plus 24/7 voice automated services. It also allows contacts from any channel to be streamed to agents based on priority, agent skill and status and contact volumes. This evens out peaks and troughs of demand across channels and the “blended agents” make much better use of scarce resources to provide a more responsive service for customers. Senior staff can now see a wallboard of all Customer Service Centre performance in real time from any PC and allow easy analysis of data. It has state of the art voice automated services which improves the routing of our corporate switchboard to 80% of all calls successfully routed. There is also a built in free and automated Callback service for customers when waiting times in the contact centre exceed 1 minute. Liberty integrates with Oracle fulfilment passing over key details such as the telephone number and email address of the customer, so their details can be popped on screen without the need for searching and also passes identifiers to allow call recordings to be tracked back if required. The integration also stops call recordings automatically when a customer gives out their card number when making a payment. It has also been completely integrated to Lync/Skype functionality for ease of call transfer and recall, checking availability of officers and emergency call routing.
Oracle Service Cloud: Is the service request fulfilment part of the solution, which is cloud hosted for extra resilience. Being web browser based, agents can access it from any council networked or wireless location (great for business continuity) and we have integrated it to the Netcall Liberty system. It has a tremendous array of tools to help agents resolve enquiries speedily and to log service requests. Different information resources are automatically presented depending on the nature of the enquiry, checklists, mapping tools, web based search resources and automated prompts are all used to help agents get it right for the customer first time. In addition the system has been integrated to a host of key back office systems such as Web Pay, Northgate, Civica Document Management, Carefirst, WDM Roads and Lighting, the corporate address gazetteer and the Council’s website.
Case handlers can record every detail on each incident including uploading supporting correspondence. The new Members Caseload management system allows every member to have access to raise and see customised data regarding what is being asked for in their constituency.
Oracle has an unrivalled reporting and analytics toolkit which allows any information that is captured to be reported on and presented in dashboards for ease of interpretation. Every enquiry that is received has the channel type and is mapped against the classification of the enquiry type, which means reports can be run to inform our channel shift successes and areas for development. Similarly, every enquiry is marked as whether or not the contact could have been avoided. This new ability to measure and identify needless contacts can help us take steps to eliminate this “Failure Demand” and drive efficiencies and enhanced customer service. The new system helps us to automatically track customer satisfaction by providing links for customers to short surveys on every Oracle web form and mediated service request completion notice that is issued.
- The infrastructure is now fully PSN security compliant and the cease-recording during payment taking feature makes us Payment Card industry standards compliant in the CSC.
- Seven systems have been made redundant by the new solution. Outages also reduced due to the streamlined and resilient solution and agents can now work from any council office location.
- Over 46,000 service requests were logged against customer and business accounts on the solution in FQ1 of 2016/17 using 7 different channels. The percentage of callers hanging up before they are answered has fallen from 13% to 5.5%
- Customers also took to the new online services with over a thousand of the new web forms being completed. The assisted digital voice automated payment service was successfully used over 3,000 times and the new call back service was used by 623 customers all in FQ1.
- We now have the platform that will allow us to realise our Digital First ambitions.