Case Study: North Yorkshire Council Streamlines Scheduling

North Yorkshire Council has improved its scheduling and performance reporting with help from injixo.

NYCC Customer Service Centre provides frontline services for all Council departments including Social Care and Highways.

The centre is the first port of call for all customers across multiple channels such as inbound calls, email, web chat etc. The centre deals with approximately 1400 separate contacts per day across these channels and employs around 60 advisors.

The solution

North Yorkshire County Council has selected injixo WFM software for its contact centre.

The WFM solution is expected to take away the headache of scheduling around complex shift patterns and Annual Leave Requests across a number of channels. Agents will also benefit from instantaneous Annual Leave booking and Shift Swap requests that WFM automates.

The solution also lets the company deviate from that plan by providing effective informed reporting that supports the real time operational challenges.

The benefits

The North Yorkshire Council Contact Centre is also expected to benefit from high functionality and speed of implementation.

The web basedQuick Start training programme is also free of charge for injixo customers – so the only thing to budget for is the £9/user/month SaaS fee.

“I was impressed with injixo’s no nonsense honest approach,” said Steven Miller, Resource Planner) at the North Yorkshire Council Contact Centre. “I got the impression that injixo know the solution ‘speaks for itself’ because of the competitive pricing model and therefore I didn’t have to endure any ‘hard sell.”

For more information about injixo, visit their website.