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Government Case Study Presentation


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A short two slide presentation of the use of CONTACT in local and central government.

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Government Case Study Presentation

  1. 1. <ul><li>“ Datasquirt’s CONTACT is very important to us as it will revolutionise the council’s customer care, whilst providing much-needed cost savings over the coming years.” </li></ul><ul><li>Susan Law, Chief Executive of Wokingham Borough Council </li></ul>UK Council Case Study <ul><li>Wokingham Borough Council Benefits from using CONTACT: </li></ul><ul><li>Cost savings - The CONTACT solution has saved the Council thousands of pounds by offering alternative, more cost effective channels to voice including: SMS, Email and Chat </li></ul><ul><li>Reduced administration - CONTACT provides agents with immediate access to all information they need to answer multiple service enquiries, via multiple channels, in a single blended environment. They also have access to specific staff performance and management tools to help understand customer needs through continuous monitoring of their citizens’ requests, responses and satisfaction levels </li></ul><ul><li>Higher quality communications - CONTACT makes it easier to communicate with audiences and offers tools to ensure consistency and high standards. </li></ul><ul><li>#1 IN THE TOP 50 CALL CENTRE AWARDS FOR EMAIL COMMUNICATIONS </li></ul>
  2. 2. Public Sector <ul><li>Ministry of Justice </li></ul><ul><li>66 % of customers chose to be contacted via SMS instead of white mail and voice channels </li></ul><ul><li>Agents using SMS collected 15% more than contact centre agents using voice </li></ul><ul><li>Agents using SMS achieved 10% higher cash collection rate than agents using voice </li></ul><ul><li>NZ Electoral Enrolment </li></ul><ul><li>52% of enrolment packs requested via SMS in 2005 and 2008 elections </li></ul><ul><li>Integrated with existing contact system for easy processing and queuing of text messages </li></ul><ul><li>Efficiently and cost-effectively managed enrolment requests for the elections </li></ul><ul><li>Department of Labour </li></ul><ul><li>First immigration service to use personalised text/email communications since 2007 </li></ul><ul><li>Proactive Communications Programme giving clients information before they asked for it </li></ul><ul><li>Cost savings - 40% drop in calls to call centre required less resource </li></ul><ul><li>Auckland Regional Transport Authority </li></ul><ul><li>SMS Self service - Bus timetable and route schedule requests </li></ul>