When is a call centre not a call centre? Contact management is important to the service, but the Access team is not a call centre in the traditional sense. The objective isn’t to plough through high volumes of calls as quickly as possible – the aim is to conduct interactions sensitively and to measure the outcome of all contacts ensuring that the supporting services are delivered effectively.

The Council has deployed rostrvm call centre software to meet its virtual call centre requirements. The rostrvm system ‘overlays’ the existing Ericsson PBX infrastructure to preserve existing investments and provides a common technology infrastructure.

The challenge was to support the Access Officers to

  • Capture relevant case information effectively.
  • Deliver Management Information to both monitor current performance and support future planning.

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