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News : More Than a Third of Calls to Council Abandoned

#contactcenterworld

Stafford, UK, June 25, 2021 -- More than a third of people ringing Stafford Borough Council have abandoned their calls before they were answered during six pandemic months – but the time taken by the authority to process new benefits claims has come down from over 10 weeks to 17 days during the same period.

The abandoned call rate between October 2020 and March this year went down from 41 per cent to 37.7 per cent, but remained well over the five per cent target.

A report to Stafford Borough Council’s Resources Scrutiny Committee explained that the number of calls and emails received by the authority’s contact centre had "increased significantly due to the Covid-19 pandemic".

It added: "The team have been receiving calls in relation to the provision of grants, regulation of businesses, and track and trace. Additionally, the provision of new waste services including the provision of the blue bag and the introduction of charging for garden waste collection has led to greater demand on the Contact Centre.

"This is additional demand to the usual enquiries that continue to be received."


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In contrast the days taken to process new housing benefit and council tax claims fell from 71.25 days at the end of 2020 to 17.18 days by the end of March – bringing the measure below the 20 day target. Between July and September 2020 it had taken 94 days – over three months – for new claims to be processed.

Corporate business and partnerships manager Tracy Redpath told this month’s committee meeting the revenues and benefits team had done "an amazing amount of work in reducing the claim period from 71.25 days to 17 days".

She added: "They’ve also exceeded their targets in terms of processing new benefits as well."

"Abandoned calls is reported at 37.7 per cent against a target of five per cent. This was in the context of new chargeable garden waste scheme and they were also providing support for Covid response in terms of grants for businesses and also borough residents as well."

Councillor Jack Kemp said: "Having read the problems of 94 days, then 71 days, and now they’ve got it down to 17, we must congratulate Mr Wolfe and his team.

"It must have been quite hard, because I know they’re working from home. I have walked through their department and it was empty; one person was sitting at the end. I do feel those figures reflect this pandemic.

"With the abandoned telephone calls I have had that experience of making a call and not getting through. This reflects how this virus has affected the council and I think we should congratulate both departments on managing to get through."

Councillor Ralph Cooke said: "We know that if something can go wrong it will – and things do go wrong in organisations for all sorts of reasons. The important thing is the management of that and how it is then brought back under control.

"That’s the real test of it all and I think that’s what we have seen. I would join with Councillor Kemp in congratulating the department on pulling it together and putting it back on an even keel."

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.expressandstar.com


Today's Tip of the Day - Contact Center Newsletter

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

Published: Monday, June 28, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide Recording

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.

3.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.

4.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.

5.) 
Numonix

IXCloud
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.

6.) 
Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

7.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.

8.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.

9.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
 

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