East Lothian Council, Scotland, March 20, 2018 -- Staff absences have been blamed for a drop in telephone calls to East Lothian Council’s contact centre being answered within 30 seconds.
Seventy per cent of calls to the contact centre are targeted to be answered within half a minute. But during the third quarter of 2017/18, the figure was 65 per cent, a drop of four per cent on the previous quarter.
At a council meeting, North Berwick Coastal ward councillor Jane Henderson asked how the centre was performing in the final quarter of the financial year.
She highlighted that the Macmerry-based call centre was the "frontline face of the council".
A total of 53,900 calls were answered at the call centre during the third quarter of 2017/18, with 35,035 being answered within 30 seconds.
Tom Shearer, the council’s head of communities and partnerships, said staff absences had "really stretched" the call centre, telling members of the council’s policy, performance and review committee: "It is the first point of contact for customers and it is important we endeavour to have cover there but it has proved to be rather difficult in recent times. We are grateful to colleagues in other services who have provided cover."
However, he was pleased to report that staffing levels were beginning to recover and was hopeful of an improvement in the fourth quarter.
Posted by Veronica Silva Cusi, news correspondent
Published: Friday, March 23, 2018
|1.)||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.
PH: +1 512-872-7565
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.
PH: 01789 387900
|3.)||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.
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.