Liquid Voice has completed a successful project with Cheshire West & Cheshire Council to help it streamline its call handling procedures and improve accessibility to council services for the local population.
Cheshire West and Chester has a population of 329,500 over a 350 square mile region in the North West of England. The council covers the historic city of Chester and the industrial and market towns of Ellesmere Port, Frodsham, Helsby, Malpas, Neston, Northwich and Winsford. About a third of the population live in rural areas which makes contact with the council via telephone extremely important for citizens to gain access to critical services.
The council has adopted KANA Lagan CRM solution which is essential for quickly managing inquiries handled by the 80 agents at its contact centre at Wyvern House, Winsford. Every year the council receives over 500,000 calls and whilst the majority of calls currently get through to a member of staff in less than 20 seconds, during busy periods these wait times can increase.
Caller information is provided to the agent instantly so call handling times are reduced on every call allowing agents to handle more calls.
“Our successful project with Cheshire West & Cheshire Council exemplifies how the public sector is embracing seemingly ‘enterprise’ technology and processes to improve efficiency without a huge outlay of capital expense,” explains Chris Berry, Business Development Director and Co-Founder of Liquid Voice.
“The long term benefits of reducing call durations by 15% to 20% equates to shorter waiting times for callers held in queues and more cost effective use of public funded resources. CTI is an effective project that the public sector can quickly undertake to generate rapid cost savings and quantifiable service improvements,” Berry concludes.