London Borough of Wandsworth - Adult Social Services
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.
When the Council implemented its plan to refresh its call centre infrastructure, the Council was not looking to implement one central call centre, but required call centre technology with the ability to set up virtual call centres. This enables the Council's different business areas to administrate and set up their own call handling specific to their business needs whilst retaining the flexibility of a common technology platform.
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.
With the 'virtual call centre' infrastructure in place the Council wanted to use this flexibility to support the new Access team. The challenge was to support the Access Officers, capture relevant case information effectively and deliver Management Information to both monitor current performance and support future planning.
"I know how many calls are made by which Access
Officer, what they’ve done, who to… It’s a great monitoring tool for
our staff.”
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