Using innovative digital tools to deliver frontline services
As Covid drove a surge in customer demand, Blackburn with Darwen Borough Council had to adjust their customer experience approach rapidly. To deliver more online services, they needed to harness the full power of Liberty Converse, our omnichannel contact centre, to reduce pressure on staff and enhance customer experience — with no additional resources.
Blackburn wanted to deliver more ways for citizens to interact with them online. They also wanted to pinpoint areas of customer friction within their contact centre and make changes to enhance the customer experience and reduce pressure on staff.
“It’s gone down really well. 99% of the feedback is extremely positive because we can call them back within a couple of hours, so our customers are very happy.”
Ross McQueen
Customer Services Manager, Blackburn with Darwen Borough Council
“This is something other authorities will need to do. Customers just want an answer. They don’t want to be read a script. We route their calls directly to the department and provide a comfort message. This makes sense because our team are professionals, not just call centre agents. However, you still need discipline on how well a call is handled – how soon it is answered, and the nature of the call – and the system allows us to manage this.”
Ross McQueen
Customer Services Manager, Blackburn with Darwen Borough Council
In future, Blackburn and Darwen will gather more feedback from residents to provide input into their service design. Their Liberty platform has allowed them to handle more significant volumes of calls and also focus on exactly what customers are asking for.
78%
web-assisted interactions
(deflecting calls and emails)
24/7
service
99%
happy customers
With a powerful fusion of self-service automation and human interaction while empowering your teams with the essential tools for exceptional service
Following the successful service consolidation and implementation of a new Netcall contact centre platform a few years before, the team was eager to harness the full potential of its integrated chatbot technology.
To support their inclusivity and choice goals, Waverley wanted to provide several easy options for residents to contact the council. With limited resources and budget constraints, they needed a flexible solution that would allow for further development using existing internal resources.
The councils wanted to remove departmental silos and enable an agile workforce to work from anywhere. To effectively automate services and prioritise workloads, they needed a single integrated platform to host all customer requests, perform complex case management and operate workflows.
