Client
Manchester City Council
Industry
Public sector
Solutions
Improving the contact centre experience
The Environmental Services department of Manchester City Council operates a contact centre that deals with inbound calls relating to environmental issues and parking fines. Skill4 was approached to help the contact centre improve levels of customer service and increase first-call resolution to decrease call queuing times.
After spending time listening to calls in the department, we were able to design a customer service programme that related directly to the roles of the call handlers through the use of specific examples, exercises and scenarios.
To enable effective delivery of the programme, Skill4 split the training content into a series of modules that could be delivered separately or together. This eased the way for taking call handlers off the busy contact-centre phones.
We then worked with the department's internal trainer, developing his training and coaching skills to enable him to take responsibility for the ongoing delivery of the customer service programme.
