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Havering Council targets reduction in 'avoidable contacts' in order to focus on those in most need

Tuesday, 12 June 2012
  • Havering Council selects specialist contact centre systems integrator Sabio to implement best practice citizen contact centre based on Avaya technology

  • Looking to reduce the amount of avoidable contact we receive in the contact centre from 14 percent to 6 percent by 2014

LONDON – 12th June, 2012 – Sabio, the specialist contact centre and unified communications systems integrator, is helping Havering Council to implement a best practice customer services strategy based on powerful Avaya technology. Sabio will also work with the Council to reduce the volume of avoidable contacts received, freeing Havering Council to focus its limited resources and services on those that are in most need.

The Council selected Sabio – a leading Avaya Connect Platinum Partner and a proven specialist in the provision of advanced customer contact solutions – to implement a next generation, integrated customer contact infrastructure. Solutions involved include an Avaya Aura Communication Manager connectivity platform, Avaya Aura Workforce Optimisation – including Workforce Management and Contact Recording & Quality Monitoring, Avaya Aura IQ reporting and analytics, as well as Sabio's own Thin Client CTI application for integration with the Council's Microsoft Dynamics CRM platform. Sabio is also providing Havering with ongoing support for the solution.

"Dealing with queries effectively is a key part our ambitious customer services transformation agenda, and we're committed to improving how our customers can contact us, and ensuring that they always have access to the right contacts with the right information," said Jeff Potter. Head of Customer Services at Havering Council, "We're also determined to move towards a more agile service delivery environment, where those who can help or serve themselves have the tools to do so – leaving our staff with more time to focus on our customers that require more in-depth services and support.

"At the same time, we're working to achieve target efficiency and operational savings, so it's essential for us to refine our service performance. That's why we're looking to reduce the amount of avoidable contact we receive in the contact centre from 14 per cent to six per cent by 2014," he continued. "This technology will help us in a number of key areas – for example, we'll be optimising our workforce management to get closer to our adherence targets, ensuring closer integration with our CRM system, and also using techniques such as Sabio's Thin Client CTI solution to shave up to 15 seconds from the start of each call."

"We're delighted to be working with Havering Council. Initially, we're helping the Council to address immediate requirements such as deploying cost-effective telephony, Workforce Management, recording, reporting and CRM integration," added Sabio's Commercial Director, Andy Roberts. "Moving forward, Sabio will work with the Havering team to develop the Council's contact centre solution, with increased support for multi-channel interactions such as e-mail and webchat, as well as developing a specialist voice self-service application to streamline the volume of contacts coming into the centre."

About Havering Council:

Havering, on the outskirts of London bordering Essex, is the third largest London borough. Its main town centre is Romford – one of the largest commercial, retail and entertainment districts outside of central London. With a population of 234,000, Havering prides itself on being one of London's safest and greenest boroughs, and aims to enable a good quality of life for its residents – including the highest proportion of people over 65 in London.

With its "Living Ambition" programme, Havering Council has a long-term strategy to further improve the quality of life for residents based on its five key areas of focus: Environment, Learning, Towns and Communities, Individuals and Value. The Council is determined to make £40 million of efficiency and operational savings by 2014 - while still delivering higher customer satisfaction and a stable council tax. For further information, visit www.havering.gov.uk

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