We provide customer service centres and multi-purpose facilities for our public sector clients, offering a variety of face-to-face services to the local community; these channels are supported by telephone, email and social media customer service as well as self-serve options for using council services.
Our intelligent CRM, IT and telephony systems help our clients to achieve a single view of their customers across services and gain valuable customer insights – enabling a service provision tailored to citizens’ needs.
By offering new channels and self-serve options to residents, public sector organisations can free up front-line staff to deal with more complex enquiries and offer support for people requiring special assistance.
Our experience of providing market-leading customer contact solutions for global brands enables us to consult our public sector clients on how they can interact with citizens in the same way companies do with their customers. By implementing solutions that are tried and tested elsewhere, supported by training for customer service teams, we work with our clients to introduce new ways of communicating while addressing concerns around reputational risks and loss of control.