Case Study: Optimised customer service beats bad weather

Netcall has enabled Oxford City Council to handle increased call volumes during the floods.

Severe weather conditions have resulted in higher call volumes to Oxford City Council’s contact centre, as customers seek help and advice on managing the impact of floods in their local area.

As part of its strategy to deliver outstanding customer service, the Council has been using Netcall’s ContactCentre 59R solution to provide callers with pre-recorded status updates as well as the latest advice and information.

The solution provides an effective first point of contact, as callers are routed to the best available person via the Automated Call Distribution (ACD), ensuring that their enquiries are properly resolved. Contact centre managers are also able to record outage messages to provide callers with the latest information relative to their enquiry.

“The recent flooding in Oxford has caused disruption across the city, resulting in high levels of calls into our contact centre,” said Stephanie Barnard, Customer Contact Manager at Oxford City Council. “Being able to provide status updates for callers has enabled us to react to changing situations very quickly and maintain a manageable level of incoming enquiries.”

“Our solutions have been designed to empower users to adapt to ever-changing customer demands,” said Mark Holmes, Sales Director at Netcall. “By having an easy to use, flexible solution in place, Oxford City Council has been able to proactively update customers on the flooding and maximise resources during a busy time.”