Case Study: Telford & Wrekin Council Customer Satisfaction Rockets
Telford & Wrekin Council combines non-metropolitan county and district councils’ powers for around 180,000 citizens in over 78,000 households in Shropshire. At the invitation of their partner Capita, an international professional services company, BrightCloud Group engaged with the Council in 2012. While Capita had provided voice- and email-based call centre services, a new omnichannel solution was sought to replace a small Cisco Unified Contact Centre Express (UCCX) system.
BrightCloud Group proposed a Cisco Unified Contact Centre Enterprise (UCCE) platform with vastly more channels and features. Gemma Hancox, Customer Contact Group Leader, Communities, Customer and Commercial Services at Telford & Wrekin Council, says: “Our call centre history was a sad tale of missed calls and long queues. BrightCloud Group’s solution, with Cisco UCCE, would not only provide monitoring tools and statistics for better performance oversight, but also allow us to offer customers an experience better suited to their individual needs.”
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