London Borough of Wandsworth - Council Tax & Benefits
The Council Tax & Benefits operation is the largest Call Centre in the Council with 24 officers handling around 1,000 calls on a typical day. The service faces an unusual, but not unique, position; the caller is typically seeking to discuss an important issue and the Council is the only body that can resolve the issue..
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 Tax and Benefits Call Centre uses the rostrvm CallDirector ACD and the associated SuperVisor management information system to implement skills based routing to ensure that callers reach the best-skilled Officer.
"For team leaders the management information is useful
in one to one reviews. It allows us to easily show how Officers are
performing as individuals and in comparison with the team ”
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