Rostrvm Solutions

Inbound contact

• Automatic call distribution (ACD)
• Intelligent contact routing
• Interactive voice response (IVR)
• Reduce abandoned calls
• Web callback

Outbound contact

• Predictive dialler
• Outbound SMS & Email

Desktop optimisation

• Call centre scripting
• Back office optimisation

Managing performance

• Management Information
• Call Recording
• Blending

Local Government Call Centre Benchmarking Survey

The New Performance Framework for Local Authorities & Local Authority Partnerships sets new indicators for customer contact performance including reducing avoidable contact. But how well are local authorities doing today?

The anecdotal evidence is that commercial call centres are continually enhancing their services - for example telephone calls will be answered in seconds, emails will be responded to in hours - but public sector organisations are lagging behind.

To gain an understanding of the reality behind the anecdotes Rostrvm Solutions conducted a benchmarking survey into the current and future measurement of 'success' in Local Authority call centres.

The survey was conducted using a combination of telephone interview and internet survey to provide an indication of how effectively local authority call centres are delivering service to the changing customer.

To view the survey results in detail please click here

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