Contact centre services

Delivering cost effective quality services to citizens 24/7 through a variety of communications channels is a challenge which is heightened by the increasing expectations of citizens who demand high levels of service regardless of which medium they choose. For local authorities, customer contact centres also ensure effective processing of essential services such as council tax, housing benefit, housing repairs, and environmental services. But how can local authorities ensure that they offer improved service through their contact centres and ensure efficiency savings through effective processing?

How Capita can help

Our Coventry Contact Centre is a 24 x 7 full processing and call handling centre providing multilingual call handling, enquiry lines, payment processing, out-of-hours services, database management, email and administration services. We ensure access to qualified, dedicated resources, and deploy leading edge technology with the flexibility to integrate services with our clients' existing systems or to run a complete service on the clients’ behalf, providing reporting and analysis of activity as required.

We currently support over 18 local authorities and our contracts are designed around each council's need and vary from four weeks to ten years, and from 2 hours to 24 hours a day. The Coventry Contact Centre provides the following:

  • Scalability i.e. the number of agents can be increased or decreased in line with anticipated call volumes
  • Out-of-hours service
  • Ability to undertake pro-active telephone recovery during off-peak/out-of-hours
  • Access to skilled highly trained operatives
  • Ability to handle non revenues and benefits calls, which provides councils with the flexibility to procure additional Contact Centre Services.

> CLIENT TESTIMONIAL

 

“Capita’s ability to provide resources at such short notice, to get them trained and up and running with all the necessary systems and back up was hugely impressive. It has been a really good example of how our partnership with Capita has provided us with access to capacity and capability - exactly what we set out to do.”

 

 

Carol Cutler, Director of Business Transformation

London Borough of Harrow