Three councils will join forces creating a shared Contact Centre to provide citizens with a better service
Three Worcestershire councils are aiming to improve availability and ability to answer queries at the first time of asking after installing workforce optimisation technology to better manage 50 agents.
The Worcestershire Hub Shared Service is an initiative linking Worcestershire County, Malvern Hills andWorcester City and is designed to share resources and provide a joined up service.
Call recording, quality monitoring and workforce management technologies, provided by Verint and installed by Sabio, will ensure that the right number of agents, and the skills needed to effectively anwer calls, are available at all times.
"The purpose of the Worcestershire Hub Shared Service is to transform out contact centre operations, secure efficiencies by joining up into a shared services operations and improve the level of service we provide to our customers across Worcestershire," says Jane Bowen, operations manager for the Worcestershire Hub Shared Service.