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
Our approach is based on three separate activities of:
- 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.
Need some help?
RXP provide a series of free white papers that focus on the key topics affecting public sector contact centres today;
1. 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; secondly justify investments in new technologies, training, business process re-engineering and continuous improvement; and thirdly facilitate your management team to understand what 'being customer focussed' truly requires to change the culture and mindset of the curent organisation.
2. Our free National Indicator 14 White Paper helps Contact Centre Managers in the public sector to understand the relevance of NI14 in how they measure and manage their operations to reduce avoidable contact. It acts as a tutorial for managers in how to achieve a step level improvement in Customer Experience by using the measurement of avoidable contact to identify opportunities for Service Improvements that can both reduce cost and improve Customer Satisfaction.
If you are interested in finding out more about how RXP can help you to improve your contact centre operation then please Contact Us.
