How Vale of Glamorgan Council hit its First Contact Resolution (FCR) target of 80% by working with Sabio to implement a call centre IP telephony infrastructure based on Avaya Communication Manager integrated with comprehensive Workforce Optimisation capabilities from Verint as part of the Council’s innovative OneVale transformation initiative.

BUSINESS CHALLENGE

To support the Welsh Assembly’s ‘Making the Connections’ vision and the goal of ‘reducing avoidable contact’, Vale of Glamorgan Council investigated ways of optimising its contact centre performance and freeing specialist back-office operations to focus on more complex service delivery. To enable this, it was essential to establish a best practice, and fully optimised, customer contact operation that could deliver a high quality service efficiently.

SABIO SOLUTION

Sabio implemented a solution based on Avaya’s Communication Manager IP platform and reporting technology within its OneVale customer interaction programme. In addition Sabio integrated Verint’s Impact 360 Workforce Management and Quality Monitoring solutions.

RESULTS DELIVERED

• OneVale delivered its 80% First Contact Resolution goal
• Allowing the Council to go beyond simple enquiries and handle complex and specialised processes such as Adult Social Services within its OneVale contact centre
• Enabled delivery of OneVale one number strategy, with 300 numbers reduced down to just one
• Significantly reduced call volumes for complex interactions – down from 5-7 calls to just 1-2 on average for key activities such as Social Services
• Delivering BPR improvements to support broader OneVale efficiency targets