News : Toowoomba Regional Council Signs Managed Services Contract with QPC
Brisbane, Australia, Sept 26, 2016 -- QPC, a contact centre services and solutions company, has a won a contract to supply a comprehensive suite of managed services to provide ongoing support for contact centre and telephony applications infrastructure at Toowoomba Regional Council.
Under the terms of the deal, QPC will provide third-party support for future upgrades to the council’s existing Interactive Intelligence Customer Interaction Center (CIC) omnichannel customer engagement software suite, as well as consultancy support and regular health checks to ensure that the council is using the technology to maximum advantage.
Toowoomba Regional Council originally deployed Interactive Intelligence more than five years ago following the 2008 amalgamation of local governments across Queensland which saw the bringing together of Toowoomba City and Milmerran, Clifton, Cambooya, Pittsworth, Jondaryan, Rosalie and Crows Nest Shire Councils into one ‘super council’ servicing more than 160,000 people.
GO FOR GOLD AND REPRESENT YOUR NATION!
Awards for all levels of staff and a fantastic range of corporate awards for contact centers! Click on the banner for details!
In recent years, the council has continued to maintain its contact centre operations in eight separate centres staffed by 40 agents but has extended the CIC functionality to include applications such as call back services, recorder and feedback modules, and workforce planning. Residents now have one single point of contact for all council enquiries but the council maintains a presence in each of the service centres, and provides automated routing to the correct facility or relevant department.
Customers no longer have to think carefully about how or where they contact the Council. A single telephone number offers 24 hour a day service and a centralised contact point for any queries. Incoming calls are automatically routed to the next, most appropriate phone operator regardless of location. Counter staff in regional offices also use the system to manage and log queries.
In addition, a workforce planning module helps efficiently roster staff while an auto call back option enables customers in a phone queue to leave their details and hang up without losing their place in the queue.
The decision by Toowoomba Regional Council to select QPC follows a comprehensive tender process in which several vendors were evaluated.
"QPC met all our criteria for the managed services contract, including their cost, expert team skills and range of services offered. As they are expert in driving great outcomes from the Interactive Intelligence technology we are very confident that the council will benefit from a seamless transition to QPC for our managed services requirements and contingency planning strategy," says Kirrilly Rowan, Manager Customer Service, Toowoomba Regional Council.
"We are delighted to have won this managed services contract and to support the council in its aim to deliver high quality services to the community while enhancing efficiency, customer service and innovation," says Peter Levine, Commercial Director, QPC.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Corporate Values
More Editorial From QPC Ltd.
About QPC Ltd.:
QPC helps the world's leading companies including Vodafone and Bell Canada to improve their business performance by enabling their customer service operations to surpass their operational and strategic goals. QPC’s insight, integration, workforce optimisation and capability management systems combined with education and consulting services have a substantial track record of reducing costs, increasing revenues and improving both customer and employee retention within contact centres, back offices and other service environments. QPC has offices in the European, Middle East, African, Asia Pacific and North American regions to give their customers local support when and where they need it.
Published: Wednesday, September 28, 2016
Genesys® powers 25 billion of the world’s best customer experiences each year. Our success comes from connecting employee and customer conversations on any channel, every day. Over 10,000 companies in...
8x8, Inc. (Nasdaq: EGHT) leverages its patented software technologies to deliver high quality voice solutions with integrated messaging and video to businesses of any size with employees in any locati...
Five9 is a provider of cloud software for the enterprise contact center market, bringing the power of the cloud to thousands of customers and facilitating approximately three billion customer interact...
Aspect Software contact center and workforce optimization solutions engage consumers, empower agents, improve quality, and lower the cost of delivering remarkable experiences. Our cloud, private cloud...