Woking (UK) – Nottinghamshire County Council has implemented the rostrvm Contact Centre application suite as a key component of its new Customer Service Centre based near Hucknall.

The Customer Service Centre forms part of the Council’s Access & Communications programme and aims to provide a single point of telephone access to more than 360 council services.

Development of the Customer Service Centre is driven by the Council’s own research showing that for 76% of people the telephone is the customers’ preferred method of contact. The Customer Service Centre is live and services can be accessed via a single golden number. More services are being added on an ongoing basis.

The breadth of Council Services mean that the centre and its staff can be dealing with a wide range of enquiries from straightforward “Where is my local waste and recycling centre?” to complex calls assisting with delivery of support services to the older person through the ‘First Contact Signposting Scheme’.

“The Customer Service Centre isn’t just about handling large volumes of calls efficiently; it’s about taking ownership and dealing with customers’ problems effectively. Our staff deal with a range of customer contacts, supporting the Council to resolve issues” commented Sarah Thurlby, Project Manager, Nottinghamshire County Council.

The rostrvm call centre software is deployed in conjunction with Ericsson PBX technology to support call routing to the Customer Service Centre advisors who then use the rostrvm desktop application to answer and handle the call. The system also has provision for extensive management information to enable advisor activity to be measured both on the phone and whilst performing administrative tasks.

The rostrvm system was selected for its ability to support the Council’s business needs. The next phase of rostrvm technology deployment will include CTI integration with the Council’s chosen CRM system delivering information screen-pop for the advisors and advanced telephony control.