Like most councils, our client had built up its service over the years with each department having their own individual telephone numbers, answering their own customer enquiries and holding their own records. To improve efficiency the council needed to move to a single centre for handling enquiries, with one set of records kept for each customer.

This would appear to be a relatively simple exercise except that the solution had to incorporate existing customer records and had to account for calls currently answered on standard geographical numbers at different towns in the county and that whatever solution was chosen it had to be able to link to a CRM solution that was still being developed in-house.

Traffic analysis was carried out to determine the agent, line and system capacity requirements. A move to a single published non geographic 0845 telephone number for all customer enquiries (complaints) was an obvious choice.

Analysis of the existing internal council telephone network demonstrated significant spare capacity allowing incoming calls on legacy numbers to be transferred across the internal network to the contact centre thus avoiding the cost of external transfers.

Ayudar designed a solution around existing infrastructure and a contact centre was sourced significantly under budget.

Sample project - Call Centre Optimisation