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In 2016, Rossendale Borough Council Commissioned Capita’s customer service team to deliver out of hours customer service support to its citizens in relation to emergency planning and emergency homelessness. The council initially commissioned Capita’s ‘Response out of hours’ service for emergency planning but following the successful delivery of this service, the council extended the contract to support with emergency homelessness calls.
Rossendale Borough Council use our out of hours virtual response service (known as IVR). The IVR filters any ‘nonurgent’ calls by providing advice or advising that the customer calls back during normal office hours. This ensures that our live out of hours advisors can focus on the most important enquiries that require immediate attention, removing any unnecessary costs. One of the key services provided by our live agents includes allocating and booking emergency accommodation for eligible citizens.
Achieving a smooth service transition
We worked closely with the council to develop full procedure workbooks and dedicated customer scripts developed specifically around emergency planning and emergency homelessness. Detailed training and call practice sessions also took place before the team started to take live calls to ensure seamless and excellent customer service delivery. Customers will consistently receive the same high level of service and accurate query outcomes.
Auditing and data intelligence
In addition to detailed written call logs, all queries received into our contact centre are voice recorded. We regularly audit out of hours calls to ensure that our service quality and accuracy remains to our high standards.
We provide regular performance reports to Rossendale Borough Council and the council also have 24-hour access to their dedicated customer portal giving them ability to listen to calls, view call volumes received and query types.
Andrew Buckle, Head of ICT and Customer Services at Rossendale Borough Council says:
"By partnering with Capita to deliver the out of hours customer service support for emergency planning and homelessness in Rossendale, it has allowed the Council to continue to provide reliable, accurate and high standards of service to the public during times of budget constraints. This is a very difficult service and Capita continue to perform brilliantly”
No matter what time of day a citizen needs to make a call to our authority, providing exceptional customer service support is a priority, especially when emergency support is required outside of our normal working hours. Our partnership with Capita is helping us to deliver exceptional customer service to residents who require rapid, responsive and accurate support.Our client
Giving people the chance to make online payments, set up their housing benefit claims and Direct Debit orders from the website, and to inform us of any changes in their circumstances has helped our tax collection rate rise significantly. We are looking forward to continuing to improve outcomes and help residents by working with Capita over the coming years.Cllr Teresa O’Neill Council Leader, London Borough of Bexley
In any one day, demand can change, and that generates a huge amount of work for the service. Capita is able to combine its experience on a number of different contracts up and down the country.Dominic Cain, Director of Exchequer London Borough of Southwark Council