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Making Customer Contact Easier
Unfortunately for local authorities, they are increasingly finding they have a gap to plug when meeting customer contact related goals. This gap is between what want is expected and what can be delivered with existing resources.
It is a gap due to the fact that council staff find complex services are hard to deliver well. It is a gap due to the fact that customers find council services hard to use, especially when compared to using Amazon or shopping on the local Tesco. It is gap due to the fact that council managers are finding it hard to measure and analyse what service is being delivered in order to improve it.
How to Cross The Gap
To be able to cross this gap, local authorities need to be more innovative in how they use their existing resources to more easily handle customer contact. In reality, there are three ways they can typically do this:
- Extending the council enterprise into other domains – for example outsourcing, alternative channels, partnerships
- Aggregating resources from across the council, or beyond – for example customer data, common processes, shared systems
- Supporting greater levels of collaboration between council staff and customers – for example shared processes, shared data
Innovating in this way will allow a council to more easily meet its own goals of:
- Lowering cost by for example extending it’s own enterprise using an outsourcer.
- Improving customer satisfaction by offering services through alternative channels such as WWW, which will also lower cost, and avoid unnecessary contact.
- Lower costs and increase customer satisfaction by aggregating the right data and processes needed by an agent to handle a customer call. At the same time we can also ensuring the necessary data is recorded for compliance with council and government monitoring.
- Increase customer satisfaction by increasing collaboration between the front and back office, ensuring service is delivered as quickly as possible, thereby avoiding the additional cost of customer call-backs.
Further Information
Discover more about how you can innovate customer contact
