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.
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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
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About QPC Ltd.:
QPC helps companies 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
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