One of the most successful access centre projects

Working closely with Sabio, Newport City Councils’ award winning contact centre is one of the most successful access centre projects in the UK’s local authority sector following the implementation of a workforce optimisation strategy.

Business Issues

Newport City Council needed to address the Government’s 2005 service delivery targets. An independent survey revealed 86 per cent of residents preferred to contact the council by telephone, but 45% of incoming calls to the council were being abandoned.

Sabio Solution

Sabio advised on what solutions were needed to optimise the operational performance of its new access centre  Sabio managed the implementation of both Witness Systems’ eQuality performance optimisation software and Open Wave Workforce Management to deliver a workforce optimisation strategy.

Results Delivered

Within 6 months NCC had achieved a flagship public sector operation, with staff attrition rates dropping to below 5 per cent, and sickness and absence falling below the regional average, to four per cent. Staff competency has increased, training costs have decreased and calls per agent doubled over the first 12 months.

To request a copy of the full case study, please complete the form below and it will be emailed to you: