Charities and Public Sector customer case studies
Here are some examples of the customer solutions we have delivered to Charity and Public Sector businesses:
NSPCC
The NSPCC, a UK charity, with a helpline infrastructure of 1400 volunteers working across 20 sites, chose ProtoCall One to address the tasks of broadening its reach to millions of children, easing their access when seeking advice and support. The main tasks were to update the NSPCCs existing telephony infrastructure and implement a choice of methods of contact for users, such as the internet, email and text.
The NSPCC was looking to implement a scalable technology platform able to support counsellors and increase its call-handling capacity, whilst maintaining a high level of inbound caller security. The requirement that all interactions remain confidential and callers anonymous presented a unique challenge to ProtoCall One who developed and implemented a Genesys based bespoke technology platform.
“The Genesys Customer Interaction Management platform provided the reach and flexibility we needed for our expansive new system, launched in September 2009, and ProtoCall One helped us fine tune the technology to best fit our business requirements,” commented the NSPCCs CIO, Phil Read. “As a result we have been able to raise our service levels, highlighted by the fact that in 2008-2009 we have been able to answer 89% of inbound calls as opposed to just 59% during 2006-2007. Our main concern is providing support and help to children and young people and the technology is enabling us to better fulfil the needs of our callers”.
Department for Work and Pensions (DWP)
ProtoCall One was engaged to review DWPs Genesys Framework, Enterprise Routing and Reporting Solution implementation: to define, design and develop custom reporting for real-time and historical reporting, as well as to provide assistance in resolving critical issues across its UK-based contact centres. A comprehensive audit of the operating platform and solution architecture was conducted, including an assessment of the application failover mechanism.
ProtoCall One recommended changes in the way applications were distributed in order to increase performance and solution availability. Consultants also reviewed each of the installed applications and recommended upgrades of individual components where, based on knowledge and past experience, certain issues affecting the customer were resolvable. The complexity of the routing architecture coupled with stringent reporting requirements, meant that a set of highly customised reports was required. In-house workshops were provided delivering cross-solution user training and providing detailed instruction on the reporting solution to aid understanding and appreciation of Genesys generated metrics.
Job Centre Plus
Job Centre Plus, a UK government agency, manages thirty-one contact centre sites and required migration to a fully synchronized integrated platform for their customers, employees and technology.
ProtoCall One was chosen as one of a select few organizations considered to have the relevant expertise and background in multi-site virtual call centre design and management and, in conjunction with BT, developed a hosted government IP contact centre platform design including KPI design, team leader, agent and scheduler workshops, and workforce management best practice process development. Practices were reviewed, customer and financial improvements identified for forecasting, scheduling and adherence targeting and implementation.
The project delivered optimised agent productivity and consistency to achieve required KPIs. Customer savings were projected to be £3 Million per annum in recovered talk time.
Metropolitan Police Service
The Metropolitan Police Service, one of UK’s leading UK police forces, embarked on a major initiative to transform its HR service centre. As part of the transformation programme, it undertook to simplify its HR procedures and to consolidate thirty different methods and resources into a single Shared Services call centre.
The service had selected Genesys, as its underlying call centre platform, to provide IVR, call routing and integration into its Oracle e-business suite. The initiative also included the upgrade of its Oracle e-Business suite and the use of document management systems to reduce administrative overhead within the processes.
ProtoCall One was engaged as the lead Genesys systems integrator to provide its expertise into a collaborative team of infrastructure and applications experts across a broad range of technologies. ProtoCall One worked with the customer, and the wider team, to initially deliver the design and delivery approach for integrating the Genesys solution into the overall technology landscape, and then advised the team on delivering the solution in a phased approach across four stages. Once complete, the blueprint for the shared HR services will be recommended to other UK police forces.
Royal Borough of Windsor & Maidenhead
Royal Borough of Windsor & Maidenhead is a leading local authority which has a corporate strategy to meet four key objectives - to put residents first; to deliver Value for Money; to work together with partners; and to equip for the future. These objectives are driving the development of activities within the Customer Service Centre (CSC). Protocall One consultants undertook a review of the current CSC operation in terms of people, process and technology in order to develop an action plan on how best to exploit contact centre technology in the future.
Open University
The Open University is a world class distance learning provider. To date, the strategic focus in the provision of communications technology has been on supporting the lecturer-student relationship, where leading edge telephone, email and online collaboration services have been provided.
Within the student acquisition area – who deal with registration, student support and financial related enquiries - ProtoCall One consultants have helped in the design of a virtual contact centre roadmap for contact handling spanning 3 call centres plus 13 regions/nations offices.
Nottingham City Homes
Nottingham City Homes is the Arms Length Management Organisation (ALMO) created in April 2005 by Nottingham City Council to manage its housing stock. It is responsible for the day to day management of around 29,000 homes, including services such as repairs, rent collection and tenancy management.
ProtoCall One consultants were involved in the development of a contact centre blueprint for a new Customer Service Centre. This provides a definition of the people, process and technology components that will be put in place to enable the project to meet its target of delivering excellent levels of customer service from the new facility. One outcome of this work was that the centre achieved CCA accreditation in December 2010.
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