Building Excellence in Public Sector Call Centres

A complementary networking event at The IOD in Pall Mall London  - 9 December 2009

Learn successful initiatives being deployed by public sector contact centres that enhance service delivery and drive down costs

Event Date: Wednesday 9th December, 2009

Location: Institute of Directors, Burton Room, 116 Pall Mall, London SW1Y 5ED

Timings: Seminar 8.30 - 12.30pm, refreshments and networking 12.30pm - 1.30pm

The Key Sessions

Talk about how Capita overcame the challenges of setting up a single customer service centre for a wide range of council service areas at Southampton City Council. They will present the benefits of promoting quality and strong relationships with over 20 different service areas. They will also discuss the challenges of building a contact centre with a wide range of skill sets and the key role that cross-skilling and effective resource planning has in the overall operation.

Ossie Hoskins from The Institute of Customer Service will develop the concept of Capax; how helping people to grow helps their organisations grow too. By offering some insights on professionalism & customers (including the Siemens findings and the latest research from IpsosMORI), innovation, motivation and the development of learning organisations. Whilst not giving away all of the ICS’s trade secrets he will explain some of the ways the Institute develops people and their organisations and share case studies which demonstrate how individuals have transformed their working lives.

Present how Wokingham Direct became a member of the ‘Top 50 Call Centres’ for Customer Service. They will share the lessons learnt from a mystery shopping programme identifying areas for improving customer experience; such as personalisation, reducing avoidable contact, self serve and channel shift to best exploit new and emerging technologies.

Datasquirt be exposing innovative ways that organisations are utilising two-way SMS and email communications to improve customer service and a productivity, and reduce operational costs. Datasquirt will explore the benefits of proactive outbound communication and show how to mitigate the “risk of reply”; a trap that many organisations fall into when communicating with customers. Additionally, they will discuss how to engage effectively with your customer in efficient yet highly effective and personalised two way communications.

Premier will show how professional call centre audio can produce efficiencies, cut caller  bandonment, improve average call handling time and even reduce agent turnover. Often seen as a ‘nice to have’, Premier will show measurable operational benefits and cost savings that will convince even the most hardened finance director. This entertaining presentation will use many real, and often amusing, examples of best and worst practice in the public sector.

To Register:

Places will be limited to a maximum of 50 for this event, and we anticipate take up will be high and recommend you register early by contacting Will Hawkins on tel. 01256 897 627 or via email will.hawkins@premierba.co.uk

If you are unable to attend, but would like to attend similar events in the future, please contact Will Hawkins via email will.hawkins@premierba.co.uk

More information

Click here for more information.

Seminar hosted by Premier Business Audio and sponsored by datasquirt.