BT, Public Sector, Shared Services
BT Develops Shared Services Contact Center for Public Sector
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BT today announced plans to launch a new contact centre solution that will enable the public sector to take advantage of the latest customer service technology, without significant capital investment. The new shared service will help organisations including local authorities to respond to the demands of the Varney report, which calls for more efficient, higher quality public sector contact centres.
The new service will be hosted by BT and will work on a ‘pay-as-you-go’ basis, allowing organisations to improve the capability and increase the capacity of their contact centre operations, according to demand from customers. Importantly, as well as improving the efficiency of call centre operations, the new multi-media service will allow 24/7 communication with customers via a variety of contact channels, including phone calls, e-mails and web interactions. It will also provide the ability to interface with all leading CRM systems.
As local and central government look to increase the accessibility of contact centre roles for employees, the BT solution will also support flexible use of agents, for example through home-working and remote office set-up. Intelligent, skills-based routing will enable a virtual team of agents, based in a variety of call centres offices, or at home, to respond to customer enquiries according to availability and expertise.
Mark Quartermaine, managing director Government Services, BT Global Services UK, commented: “The public sector is under enormous pressure to provide better services to their local communities, and to offer more flexible working opportunities for employees. Critically, this has to be achieved against a back-drop of challenging efficiency targets. As is widely accepted, many call centres are no longer geared up to support these requirements, so we are developing a solution that can transform contact centre operations with minimum investment.
“Many organisations are already exploring shared services and this is essentially what we are providing. This will create the opportunity to consolidate multiple departments and citizen access points, from housing through to police and school services, into a network of virtualised call centres.
“By adopting this approach, government can become more responsive to customer demands, providing easier access and a choice of channels, whilst realising the economies of scale associated with a shared platform. At the same time, by adopting a more flexible call centre set-up, public sector organisations can effectively create a network of ‘experts’ who can deal with both simple requests such as rubbish removal, but also more complex enquiries around issues such as children’s services.”
The new solution is being developed using BT’s experience of delivering contact centre solutions to public sector organisations ranging from central Government departments to local councils such as Rotherham Metropolitan Borough Council.
The introduction of hosted contact centres for central and local government has enabled them to realise significant cost savings, whilst collaborating more effectively with other government departments.
Source: publictechnology.net
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