Inform Communications

As a recent UK Local Authority satisfaction survey on automated self service shows, 80% of customers prefer Self Service as a quick and convenient method of communicating with their local council - read our recent article in Insight magazine for more information on the growing popularity of Self Service ...here. 

Professionally designed, managed and hosted Self Service telephony and email is a sophisticated method of customer contact management, benefiting both the customer and local council.

Are you already offering access to information online, via leaflets or a 24 hour payment line? Inform 360 Self Service is a natural extension of Self Service options you are probably already offering to residents, giving you the power to provide further options via the telephone and email. 

Accurate and consistent information, advice and interactive options across the telephone and email is not a poor alternative choice to give your customers, but an additional service provision which has the added benefit of helping you meet steep budget reduction challenges. 

The cost of providing Self Service as a replacement for live call handling advisors responding to repetitive or simple enquiries, is about 17.5% for an average size department. This release of resources gives you immediate and quantifiable budgetary and service options throughout your organisation. These benefits progressively develop as callers grow increasingly comfortable with Self Service.

Set your customers free – set your budgets free.
Here are some of the key benefits:

The customer service benefits:

• Reductions in call waiting times / abandonment rates to zero,
• Increase in answering rates,
• Fast, easy access to accurate information,
• More vulnerable callers and those with urgent calls helped as skilled agents are released from simpler calls
• 24/7 service etc.  

The operational benefits:

• Release of agents from simple repetitive tasks for more complex, urgent matters
• Reduction in work processing times
• The right people doing the right jobs
• Senior staff released for more training / supervision
• As more agents are released from simple calls, increased number of new services areas being dealt with by the contact centre without increasing the number of agents
• Reduction in the problems caused by arranging cover for holidays, sickness, training and absenteeism
• Adaptable nature of Self Service means it can be deployed across all busy service areas
• Effective cover for peaks and troughs
• Business continuity from off-site, hosted resource etc.

The financial benefits:

• Immediate / phased release of part-time and /or expensive agency staff
• Front line staff released from call answering for other tasks that would have required the recruitment and training of additional personnel
• Phased reduction of FTE’s as Self Service proves its ability to answer and resolve enquires at the first point of contact
• No requirement to fill vacancies resulting from  maternity or paternity leave / retirement / long-term sickness / disciplinary action etc
• Reduction in current live agent operational hours (e.g. 5pm – 8pm weekdays) and associated operational/logistical costs as live service replaced by Self Service etc.

QUOTATION & BUSINESS CASE REQUEST:   
Simply provide us with your details and we will provide you with a personalised Full Quotation and Business Case proposal. Click here to contact us.