Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

Mohamad Irvan
Customer Care Operation Manager
David Chacon
Global Growth & New Operating Models Director
Vijay s

News : Council Considers Cutting Call Centre Hours by Nearly 50%


Shropshire, UK, Feb 23, 2023 - Shropshire Council wants to reduce the the number of hours operated by its customer service centre (CSC) – from 50 hours a week to 30, some 55 per cent of those available at the moment.

The authority has said it wants to launch a consultation with the public on the proposals, although it does acknowledge that the plan has risks, particularly for some older residents who may be "digitally excluded".

The centre currently operates from 8am to 6pm – Monday to Friday, and 9am to 1pm on Saturdays.

There are four different options being put forward – 9am to 3pm from Monday to Friday; 10am to 4pm from Monday to Friday; 9am to 3.30pm on Monday and Tuesday, 9am to 3pm on Wednesday and Thursday, and 10am to 3pm on Friday; 9am to 5pm on Monday and Tuesday, and 9am to 3pm on Wednesday to Friday.

A paper on the plan, to be considered by the council's Performance and Management Scrutiny Committee on Wednesday, says that the cut in in the service would save money – around £93,000 per year.

The council centre currently handles public contact for more than 50 council departments, including specialist services such as adults and children’s concerns, homelessness and local welfare fund, alongside "more transactional service requests" such as highways, waste, registrars and planning.

The paper on the proposal says that the most sensitive issues would still be dealt with by people over the phone.

It states: "The proposed changes would affect only the more generalist non-emergency service requests handled by the CSC.

"The opening times of other more complex council services, including first point of contact for adults and children’s services, homelessness calls, or calls to the local welfare support team for financial support, would not change."

The council says that it wants to strike balance, where people are encouraged to use more online services.

The report states: "As the council’s online services continues to develop, it is recommended that we balance the cost of continuing to provide a full telephony service against encouraging Shropshire’s residents to access online services and information, achieving the same outcome in many cases with higher levels of useful information available to the council at a considerably lower cost."

It adds: "The estimated cost of each telephone call is £2.83, compared to £0.15 per online transaction."

The authors do accept that the changes might have a negative impact on those who do not have access to online services, or are not confident in using them.


Posted by Veronica Silva Cusi, news correspondent

Today's Tip of the Day - Choosing a Vendor

Read today's tip or listen to it on podcast.

Published: Monday, February 27, 2023

Printer Friendly Version Printer friendly version

2024 Buyers Guide Employee Engagement Solutions

Typical Problem!

In-house surveys can be time consuming, cumbersome at best and many staff often don't provide valid feedback as they fear ‘being too honest' with their employer for fear of retribution.

Even some 3rd party ‘managed' surveys can be challenging, costly and then there is no benchmark or significant value other than ‘managed by a 3rd party' approach, which leads to the problem of validity of data, security and integrity plus costs and time required by you.

The Solution!

TopPlace2Work is an easy to use program that allows you to gather valuable data on employee morale and engagement.

Motivarnos helps your efforts in managing a constant recognition system that includes trivias, badges and competition elements that drives performance appraisal while agents have an encouraging environment.

About us - in 60 seconds!

Join Our Team

Industry Champion Award Leaderboard

Most active award (top 10) entrants in the past 48 hours! - Vote for Others / About Program
Submit Event

Upcoming Events

The 19th AMERICAS Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
Showing 1 - 1 of 3 items

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =