Surrey County Council Awards Case Study 2011: Outstanding service saves money

Discover how Surrey County Council's new model contact centre became a diagnostic tool for the entire council, driving savings of over £500,000 and halving complaints.

Learn how to gain buy-in and customer focus from the wider organisation to reduce unnecessary contacts and improve first time resolution, by creating teams in the contact centre that listen and act on what customer are saying.  The customer service improvement team captures customer feedback and indicates opportunities for change throughout the organisation.  They work closely with departments to deliver process change.  The web team, sitting within the contact centre, has enabled an integrated channel strategy that is now used as a national model. The catapult team involves front-line advisors in implementing change.  As a result, cost per contact has reduced by 28%, web visits are up 71% and incoming calls down 11.5%.Key results over two years include:
  • Website visitors up 71%
  • Calls down 11.5%
  • Complaints have halved
  • Cost per contact cut by over 28%
  • Employee satisfaction up from 59% to 72%
  • Over £1/2m saved so far, with £2m more on its way

Click here to read the full case study


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