Somerset County Council and Taunton Deane Borough Council now have a combined shared service contact centre delivered by Southwest One and based in Taunton. This has delivered significant improvements for our customers:
- We have significantly reduced the waiting time for customers; in 2007 57.04% of calls answered within 30 seconds, in 2010 we answered 82.3% of calls in 20 seconds
- The call abandonment rate has reduced from 8.66% in 2007 to 4.96% in 2010
- The number of relevant calls answered at first point of contact increased from 60.39% to 98.4%
A new Customer Relationship Management system and web portal platform was introduced in November 2009. The new portal provides a new joint website for Somerset County Council and Taunton Deane Borough Council which enables the joining up of services to the customer.
The new portal significantly increases the number of do-it-online services for our customers, and sends the enquiry directly into the back office system without the need for further processing of the information.