Public Sector Call Centres
RXP consulting services are not just limited to private sector organisations with 'deep pockets' to fund external consulting advice. Some of our most valued clients are in the public sector - and some of the most significant change management projects currently taking place in the UK are public serving bodies in central government, local councils, hospital Trusts and Police Forces who are all transforming the way in which citizens contact them and use their services.
Our experience
In central government we have been involved in projects which have successfully provided new public facing online services - using a contact centre helpdesk to support customers seven days a week when they get stuck. We have also piloted speech self service applications as new methods of customer contact.
With local councils we have helped Mangers to design and build new Customer Service Centres - providing new methods of customer contact by telephone, email and face-to-face.
Now our attention is turning to Hospital Trusts who are looking to use contact centres to transform how patients can access facilities - such as booking appointments. Also Police Forces who are looking at how they can improve their front-line public contact handling services - particularly for non emergency calls.
Our approach
In working with public sector organisations, RXP 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.
Need some help?
Our free Local Authority Customer Transformation White Paper explains the seven core principles of becoming customer focused. We can help you to:
- benchmark your current performance against these criteria;
- justify investments in new technologies, training, business process re-engineering and continuous improvement;
- facilitate your management team to understand what 'being customer focussed' truly requires to change the culture and mindset of the curent organisation.
