The Royal Borough of Kingston Council

Kingston Council came to Premier with a strong desire to improve their customer call experience and reduce the volume of unnecessary calls.

“17.3% decrease in general enquiries from 2014 to 2015”

Kingston Council were receiving an average of 36,791 calls per month across 7 access points. A 3 layer IVR with inconsistent in-house voices had led to confusion and vocal customer dissatisfaction. Premier worked closely with Kingston Council to develop a creative brief that would improve customer experience, reduce transaction times, enhance contact centre staff productivity and above all, reduce unnecessary calls.

Results

The results of this project were palpable almost instantaneously. Russell Anthony, Service Manager for The Royal Borough of Kingston upon Thames, was able to capture the overall call statistics shown above that evidence this improvement. In the period from January to October 2014, general enquiries traffic dropped by 12,922 and were 17.3% lower than 2013 levels.