Public Sector Consulting Approach
Our approach to working with public sector clients is based on three separate activities:
- Consulting - focused on helping you achieve Contact Centre Excellence
- Education and Training - for contact centre professionals in the sector
- Partnership working - wth specialist consulting firms in the technology arena.
Consulting
Our consulting approach for public sector organisations recognises that your aim should be to ultimately provide a world class experience to all users of the service. In practice this is no different to your peers in the private sector, so the effective delivery of a multichannel strategy and an integrated contact centre will become important steps, as will other aspects of Contact Centre excellence. By implication, this means continually reshaping the way that services are delivered in order to provide value for money and make the contact centre a great place to work.
RXP know what is required to achieve excellence as our Director Paul Weald is an established judge for annual ‘European Contact Centre of the year’ awards, and an industry recognised key note speaker. We are confident that we can help you deliver and sustain the necessary improvements in how your services are delivered so that you can become recognised within the contact centre industry and outside for the excellence of your achievements.
Education and training
We undertake a combination of public speaking at conferences and dedicated support provided at training and education events run by leading event organisers such as Public Sector Forums. One example of which is our contact centre masterclasses which was based on helping Contact Centre Managers to understand the impact of the Varney Report. Published in December 2006, the Varney report ‘Service transformation - a better service for citizens and businesses, a better deal for taxpayers’ heralded a push towards contact centre transformation in the public sector , thereby increasing the focus on the user of public services and making the most of technological advances.
Our view was that this was a good catalyst to share and apply best practice across the public sector so that the Customer Experience improves for all users of public services. We were aware that many contact centres across the public sector were newly created beach-heads of good Customer Service in authorities still struggling to come to terms with adopting a customer mindset. During 2007 and 2008, these events were attended by over 40 different authorities including district councils, county councils, ambulance services, central government departments and unitary authorities. Feedback was overwhelmingly positive e.g. from a Head of Customer Services for a District Council
- ‘It was a really good Master Class. We have pulled together 15 points that we feel we can address following the day, which I am really pleased about’
Partnership working
In working with public sector organisations, RXP also work in partnership with 4C Strategies who are specialists in next generation communications. 4C provide advice on all aspects of voice, data, video and mobile communications, and are experts in IP Telephony, PBXs, Contact Centres, Unified Messaging, LANs, WANs, Mobility and Real Time Communications.
RXP complement the technology skills of the team at 4C by focusing on people, processes and Customer Experience. Together we provide independent consultancy with considerable experience of designing, specifying and implementing the latest technologies in contact centres and the public sector. 4C have undertaken numerous projects for Local Authorities, Universities, Colleges, NHS Trusts and private companies. As public sector organisations embrace more customer service based activities, then the combination of 4C and RXP can help you to make a real difference in your Customer Satisfaction ratings.
If you are interested in finding out more about how RXP can help you to improve your contact centre operation then please Contact Us.
