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Hackney Upgrades Customer Service

23 July 2003

Hackney Council has invested in enhanced call centre technology to improve the quality and accessibility of services to residents.

The new system was introduced following a pilot last year which identified that high levels of calls from residents were not being answered satisfactorily.

Using a solution from Damovo, Hackney has upgraded its five disparate call centres onto a single system which aims to provide residents with a single point of contact for information and advice on the Council and local services.  Queries are forwarded to one of four specialist centres if the operator cannot deal with the issue in the first instance.

Although the system is currently being used as a call centre, it could potentially become a fully-fledged contact centre, Damovo said.

"This project is not just about making the call centre more effective, but placing citizens firmly at the centre of local government", said Paul Renucci, the company's UK Managing Director. "By advancing to a multimedia contact centre in the future, the Council can further ensure that it is able to meet and exceed the service expectations of Hackney residents."

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