Award-winning public sector contact centre

How Sabio worked with Newport City Council to successfully design, implement and support its award-winning citizen contact centre, based on Avaya systems and applications.

Business Challenge

Before launching its Citizen Contact Centre, Newport had no consistent way of measuring its customer service delivery and had no formal mechanism to look at service performance.  86% of local citizens preferred dealing with the council by phone.  However it was acknowledged that some areas provided a good telephone service while other areas suffered from call abandonment rates of up to 40 per cent. The Council needed to address this issue while also meeting the councils targets for e-service delivery.

Sabio Solution

The Council was committed to a customer contact approach that would support its agenda of transforming access to council services by transferring services to the front-office, enabling first point of contact resolution for a high proportion of calls. It selected Sabio to manage the implementation of the contact centre telephony infrastructure and provide ongoing support for the solution that consisted of Avaya’s advanced Communications suite as well as workforce optimisation technology.

Results Delivered

The integrated contact centre solution has enabled a single point for all telephone contact with the council and through effective first call resolution, now delivers an improved quality of service to the people of Newport. Significantly reduced call abandonment rates and low attrition along with high quality service delivery has led to a contact centre that the people of Newport are praising. The council has won major contact centre awards including ‘Contact Centre of the Year’ at both the National Customer Service Awards and at the Welsh Contact Centre Awards.

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