Next level service delivery

Becoming a one-number council

The challenge

East Dunbartonshire Council covers many of the affluent areas north of Glasgow. The council had an ambitious digital plan and an objective to streamline contact points for both residents and staff. They needed greater functionality to deliver on these, including skills-based routing, a reporting facility to evaluate performance, increased staff mobility and a scalable system to accommodate their team’s growth.

Without call queuing, messaging between staff and management control for incoming calls, they could not achieve their ambition of becoming a one-number council. A call router, enabling all calls via a single number, would support them in revolutionising customer service delivery.

The right tech to achieve their goals

The council researched contact centre solutions and call routers and selected Liberty Converse, our omnichannel contact centre solution, with an ACD module. An automatic call distributor, usually called an ACD, is a telephony software system which answers incoming calls and routes them to a specific agent or department within a company.

“When call volumes peak, such as when Council Tax reminders are due or there has been a major incident, we  can record in-queue message to make callers aware of the reason for the queue. We can record and provide specific information or options, reducing the number of calls that Agents have to deal with. They can get to complex queries more quickly, with more time to assist callers. The experience is improved for all.”

East Dunbartonshire Council

The solution

The result

  • The speech enabled virtual operator was deployed with the ACD to handle internal calls, enabling much greater staff mobility, as calls could be routed to them wherever they were working
  • The Liberty Converse solution was closely integrated with their CRM system, reducing the time taken to complete transactions, which improved customer experience
  • Recording of sensitive payment card data is prevented, automatically. Without this, PCI DSS requirement 3.2 would have been violated
  • East Dunbartonshire are now a one-number council – all enquiries come through to one telephone number and are successfully directed around the council departments
Continuing to push the boundaries

East Dunbartonshire Council enjoys many improvements in service delivery since Liberty Converse was installed. The flexibility of the new solutions enables the council to continually improve the service that they provide.

Impact

↓

time to complete transactions

Compliant

with PCI DSS

Greater

staff mobility

Deliver customer service your way

With our contact centre solution, you’ve got the tools and AI to deliver standout self-service, omnichannel interactions and customer experience analytics, plus new ways for employees to engage and collaborate

Contact centre See it in action

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