cost savings. Your citizens have access to their own area to raise a range of service requests, 24x7. An easy to use and
THE CITIZEN ENGAGEMENT CENTRE Streamline citizen services, save costs and increase performance at every touchpoint.
THE CHALLENGE TO DO MORE WITH LESS In this age of austerity, local authorities face a tough and complex set of challenges. Budget restraints and a significant rise in demand for services mean many councils feel the strain. How can local authorities transform themselves to acknowledge and meet these growing pressures? And what do the councils of the future look like?
THE FUTURE OF CITIZEN SERVICES A fresh approach to improving operational efficiencies and citizen experience will help you do more, with less. Your first hurdle is to find a partner who will convert your vision to real value. Working with over 100 local authorities, including over half the London Boroughs, Netcall understands the pressure and future landscape you face. Our industry leading citizen engagement platform, Liberty, plays host to an integrated suite of solutions to help balance the challenges of political and citizen led pressures. Deliver superior services to an evolving population and realise costs savings that would otherwise be unachievable.
SUPPORTING YOU TO TRANSFORM DIGITAL SERVICES Rekeying data from eForms alone costs the UK local government around £14m per year. Eliminate the need to repeat information for both staff and customers. Improve service delivery at the front end through a self-service web portal. Liberty Self-Service Portal empowers channel shift and drives real cost savings. Your citizens have access to their own area to raise a range of service requests, 24x7. An easy to use and intuitive online facility that allow citizens to pay, request, raise, apply and report services as required for rapid resolution.
N E TC A L L .C O M
END-TO-END CASE MANAGEMENT A single, integrated system that offers end-to-end case management. Powerful, out of the box workflows and templates support rapid deployment and return on investment.
POWERFUL FORMS DESIGNER Save administration time with Portal’s ‘design once and use across multiple devices’ feature. Quickly deploy new case types, or edit existing ones.
INTEGRATION MADE SIMPLE A PCI compliant payment gateway and back-office integrations support your move to digital end-to-end services.
AUTOMATED WORKFLOWS AND PROCESSES The data capture and journey element of a self-service site is a critical component. Automate tasks through a set of customisable workflows and business processes.
“We began using Netcall’s CXM in October 2014 as the central system to drive delivery of an enhanced customer experience through our contact centre. We chose Netcall as they were able to offer us a range of complementary technologies all based on one platform. We introduced a web self-service portal for our customers early in 2016 that was built in partnership with Netcall. We have also introduced web chat and we are in the process of piloting a new mobile CXM application that we hope will help us to work in more flexible ways.” Head of Business Improvement, Cairn Housing
T H E CI T I ZEN EN G AGEME NT CE NTRE
GAIN A 360 DEGREE VIEW OF YOUR CITIZENS Citizens should only have to tell you their story once – your people and processes should do the rest. Liberty CXM offers a wealth of functionality to improve citizen service, rationalise business processes, reduce costs and deliver real value back to your authority. Unifying data from disparate front and back-office systems to create a personal, holistic view of your citizen from the first point of contact. Resolve citizen enquiries quickly and avoid repeat contact. Keep citizens, colleagues and other departments informed along the way and easily monitor against authority service level agreements (SLAs).
N E TC A L L .C O M
RELEVANT DATA AT YOUR FINGERTIPS Capturing data only makes sense if you can find and share it easily. Capture all forms of communication within one system. Share relevant digital history in one view across your organisation.
CASE AND WORKFLOW MANAGEMENT Intuitive and easy-to-use workflows automates next steps and keeps people informed. In the case of common and repetitive tasks, such as applications or reporting, time and cost to serve reduces.
INTEGRATION IN THE JOURNEY TO DIGITAL TRANSFORMATION Combine Liberty CXM with our multichannel solution. Whether you are taking a call, responding to an email or dealing with a web chat, raise a new case from a unified user interface in realtime.
“The Netcall CXM product offers a high level of flexibility and is fully configurable – elements such as the Task Wizard and workflow can be easily adapted and customised to fit our current and future needs. CXM is an integral aspect of our Customer Services delivery strategy and will ensure that The Highland Council is able to provide an improved citizen experience.” Digital Services Manager, The Highland Council
DESK, HOME OR ROAMING WITH MOBILE Enable your field staff to be more productive. Liberty Mobile allows your staff to securely access relevant citizen information both online and offline.
T H E CI T I ZEN EN G AGEME NT CE NTRE
FINGERTIP CONTROL OF YOUR CONTACT CENTRE Citizens expect consistent levels of service. That’s true whether they’re sending an email or phoning the contact centre. Liberty ContactCentre 59R multichannel solution delivers seamless and personal citizen services across a variety of channels. Direct all inbound contact, regardless of department or site JA phone, email, location. The queue controls, monitors and blends web chat or SMS media to your specified location. 01555 656565
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Queue cancellations connected Norma Smith
Agent Guidance Customer Details
ry
Address
Yorkshire
Account balance
£1,115-45
Re: Technical query I tried the trouble shooting tip you sent, but there is still ...
Payment method
Direct debit
27th Mar 17, 11.48am
S1 1AZ
l.com
Assigned To
Summary
Customer Services
Complaint about member of staff not being polite
01555 757575 Queue Trouble shooting Simon Parry
nt error
Bill Jones
Payment enquiry
27th Mar 17, 11:48am
e
Bill Jones
Warranty and repair of appliance
Direction
Case Reference
Create...
Inbound
BULK0082
22/09/2016
Inbound
BULK0082
22/09/2016
Outbound
BULK0082
22/09/2016
Inbound
BULK0082
22/09/2016
Outbound
REP00073
22/09/2016
Inbound
REP00073
22/09/2016
Outbound
REP00073
22/09/2016
Inbound
BULK0082
22/09/2016
Outbound
BULK0082
22/09/2016
Simon Parry Query on green bin order - do you have a new delivery date for me 27th Mar 17, 11:48am
Re: Technical query Hello, this is a common problem, perhaps try this tip … 27th Mar 17, 11:48am
01555 757575 Query on green bin order Simon Parry 27th Mar 17, 11:48am
Simon Parry Query on account, I need a breakdown of my billing for May… Patrick Martin 27th Mar, 17 11:48am
N E TC A L L .C O M
On hold
12 INTERACTIONS
5 Main Road Sheffield
4
Interaction History
Steve Patterson 5m 31s Request for next appointment
Incoming Call 0156 55 5010
Re: Paper and supplies order Our supplies were delivered today and there are three items short
Council Tax
[email protected]
[email protected] Reference Council Tax
�
JA
Supervisor View
Edit
Incoming Call 03303336100 Customer Services
1
46secs
CALL WAITING
8
CALLS LONGEST WAIT
3hrs 14mins
EMAILS WAITING
QUEUE SUMMARY ALL INTERACTIONS
2
EMAILS LONGEST WAIT
24secs
CHATS WAITING
CHAT LONGEST WAIT
TEAM VIEW Name
Over SLA
15m 25s
15%
Angela Gonzalez
On Call
10m 25s
Building Applications
8
7m 05s
0%
Anna Williams
On Call
2m 45s
Council Tax
12
5m 45s
10%
Brenda Wright
Training
35m 18s
Benefits Services
3
25m 37s
60%
Carol Peterson
Email
5min 10s
Catherine Rivera
Admin
7m 3s
Christopher Harris
Ready
05s
Clarence Sanchez
Chat
80
40 20 0 8
9
10
11
12
13
14
15
4m 35s
Debra Taylor
Logged Out
Denise Ward
Comfort Break
3m 05s
George Richardson
60
SOCIAL LONGEST WAIT
�
On hold
Steve Patterson
Duration
Max. Wait
15
100
2hrs 03secs
CALLS TODAY BREAKDOWN Status
Waiting Customer Services
SLA OVER TIME
27
SOCIAL WAITING
Chat
2m 06s
Email
8m 37s
Jack Evans
Ready
02s
Johnny Jones
On Call
2m 15s
Kimberly Brooks
Overdue
3m 22s
Gain control from the start of every interaction. Integrate Liberty ContactCentre 59R with your existing business applications, to display citizen information in one place with a simple screen-pop.
QUEUING AND ROUTING MADE PERSONAL Tailor your IVR responses for queue positions, time to answer, comfort prompts and routing. Easily administrate automatic queue escalations, taking back control of your citizen service operations.
ANY DEPARTMENT, ANY SITE Work across the entirety of your operations. Different departments – even sites. Disparate departments all work off a single, cohesive platform. Each advisor has the full functionality available to them.
INFORMATION EMPOWERED Multi-level contact tagging creates the opportunity for in-depth reporting. Find out why citizens contact you. And identify any repetitive concerns or trends so you can act on them.
35
Answered:
673
Redirected:
45
5m 31s Request for green bin
Re: Request for Green Bin Our bin was delivered today but the lid is damaged
[email protected]
AGENT STATUS BREAKDOWN
1 day
Harry Alexander
EVERY INTERACTION MATTERS
Abandoned:
Ready: Busy:
2 25
Active:
2
Overdue:
6
Elsewhere:
10
ENSURING QUALITY SERVICE Browser-based management reporting offers real-time performance data. Define reports from a wide range of parameters. Only those who have the rights, can access and build them.
INTEGRATED CALL AND SCREEN RECORDING Promote quality and performance with integrated contact recording. Useful skills templates align agent availability and competence to effectively manage demand.
FULL CONTROL Supervisors see everything that is going on in the contact centre, as it happens. Set up customisable notifications and warnings to proactively stay in control.
“Netcall’s ContactCentre 59R has allowed us to meet the digital demands of our customers. It allows us to manage interactions, by whatever media, in a consistent and corporate manner.” Customer Services Manager, Blackburn with Darwin Borough Council
“ContactCentre 59R is very user friendly and gives us a great detailed overview of how we are performing. This will help us to constantly improve our performance and thus the service we deliver to our customers.” Customer Services Leader, South Ayrshire Council
T H E CI T I ZEN EN G AGEME NT CE NTRE
EVERYDAY FOCUS ON IMPROVING LOCAL SERVICES Joint working is a vital step towards transforming local services. Very few local authorities now work in total isolation. Multi-agency initiatives enhance outcomes for citizens and responds decisively to the constant need to drive down costs and meet citizen expectations.
WHY COLLABORATE? By working together, organisations can deliver outcomes that would otherwise be near impossible to achieve. In many cases, particularly in a social care setting, it secures real improvements in life outcomes. Local authorities and partner agencies need to embed themselves deeper into local communities. As a result, a far more coordinated and joined approach is essential.
BETTER TOGETHER The desired result is to deliver better outcomes to more modern and empowered citizens. And deliver joined-up services that fully meet their expectations. By working together, local authorities are able to diversify services, offer better service quality and gain efficiency advantages.
CONCERN ABOUT A CHILD IS REPORTED MASH screeners decide on risk level MASH manager sends information request to MASH team
LOW/NO RISK
MEDIUM RISK
HIGH RISK
SERIOUS RISK
Do not MASH
MASH in 24 hours
MASH in 6 hours
MASH in 2 hours
Transfer the case to the appropriate team
NO FURTHER ACTION / UNIVERSAL SERVICE
N E TC A L L .C O M
MASH team share information about the child and family Confirm RISK LEVEL within deadline
OTHER SOCIAL WORK TEAM OR SERVICE Transfer within 3 working days
FIRST RESPONSE SOCIAL WORK TEAM Begin assessment in 24 hours
INTEGRATED SERVICES
LIBERTY MASH OFFERS:
The key feature of multi-agency working is the ability to integrate services. Either acting as a ‘service hub’ for users, or integrating data of vital importance into a local authority or partner agency. Some examples are:
• Reduced likelihood of missed cases of serious abuse or neglect
Multi-Agency Safeguarding Hub (MASH)
• Protection for the most vulnerable.
PREVENTION, NOT CURE
Medical Interoperability Gateway (MIG)
Liberty MASH is a central resource used within an organisation responsible for receiving safeguarding and child/adult protection enquiries. These partnership projects coordinate safeguarding agencies including, Police, Social Care, Housing and Education, to form a secure assessment, research and referral unit.
• Secure information sharing at every level • Timely responses for all case types • Central records with easy access
“Newcastle’s social care practitioners lose thousands of hours a year. They have to wait for GPs and health care staff to supply information. Integrating our current case management system with the MIG gives them real-time data. They can have a view of detailed health care records around the clock. This will reduce the number of calls to GPs. It allows our social care workers to focus on their core work. With Netcall’s solution, we have been able to customise our service. It allows secure and resilient access irrespective of the back office system. This is in line with Newcastle’s agile way of working.” Senior ICT Solutions Analyst, Newcastle City Council
SUPPORTING CARE WITHIN THE COMMUNITY Sustainability and Transformational Plans and Digital Roadmaps are high on the agenda of UK public sector organisations. This reflects the need for both local authorities and health trusts to share information, including data. Netcall is an accredited partner of the MIG. Liberty’s case management solution gives visibility to all parties. Secure and easy access for all with single sign on. And there’s a full audit trail of who requested what data and when.
T H E CI T I ZEN EN G AGEME NT CE NTRE
SELF-SERVICE THAT’S SO GOOD THAT CITIZENS WANT TO USE IT Poor voice recognition service means that citizens can’t get through to the right people. However self-service via interactive voice recognition (IVR) is, on average, 6 times cheaper (65p) than speaking to an advisor (£3.64). It’s a cost effective move if it’s done well. Liberty IVR rapidly routes citizens to the most appropriate agent or service to resolve their query. Ensure your citizen’s IVR journey is ‘so good that they would rather use it’. Maximise value as you automate routine tasks and surprise sceptics with a convenient and easy-to-use system that saves them time.
“Voice Recognition was chosen as the Council wanted to project a professional, forward looking image. Netcall’s technical support and developers have been fantastic.” Customer Services Manager, Sevenoaks District Council
N E TC A L L .C O M
TRIAGE AND ROUTING Rapidly deliver citizens to the most appropriately skilled advisor, department or site to increase first contact resolution (FCR). Triage or data collection at the front end prepares advisors for every call.
PARTIAL AUTOMATION Release agents to handle complex inbound calls. Shelter agents from endless calls outside their control e.g. complaints or reports, combined with the more interesting work improves morale.
FULL VOICE SELF-SERVICE Automate simple or low value tasks which agents simply process rather than advise on. The higher volume cases deliver significant ROI and cash savings to your authority.
T H E CI T I ZEN EN G AGEME NT CE NTRE
“There were some initial concerns about using the Automated Agent. However, the potential cost and efficiency gains won the critics over. Netcall’s support and training was fantastic and all dealings with the company have been very good.” Customer Care Operations Manager, Kirklees Council
› Netcall Liberty Platform ContactCentre 59R is a module of Liberty, our next-generation customer engagement platform. Reduce costs and minimise delays by empowering self-service solutions online and over the phone.
Release agents to handle more complex inbound tasks.
Liberty unifies contact centre channels to create an end-to-end customer engagement hub. It gives users full control over the contact centre and allows them to manage contacts, content and data. Each Liberty module can also be deployed as a standalone solution to enhance the capabilities of legacy systems. Learn more about Liberty netcall.com/liberty-platform.
Deliver seamless and personalised services across a range of communications channels.
Extend services by allowing your citizens to quickly, accurately and securely manage their financial transactions.
› About Netcall Netcall is a leading provider of end-toend customer engagement solutions. Our mission is to transform the way our clients interact with customers. We help them deliver a seamless and exceptional customer experience across all channels. Using our solutions they work smarter, gain competitive advantage and lower costs.
Optimise the performance of management, employees, processes, systems and citizen experience.
Gain a 360° view of your citizens and have relevant data and documents at your fingertips.
All of our solutions are secure, flexible and best-in-class. They’re easy to implement and simple to use.
› At a glance • 700+ customers • Over 20 years’ experience transforming customer engagement • We deliver specialist solutions for the public, healthcare and private sectors • We serve 70% of the NHS Acute Health Trusts
Minimise avoidable and costly inbound contact with proactive outbound communications.
Streamline and automate processes, saving time and money.
• We support over 300 contact centres.
Get in touch with us today to see how we will transform your citizen engagement. Find out why 96% of customers say we meet or exceed their expectations. Or call us on 033 0333 6100 and say “Transforming Engagement”
© 2017 Netcall Telecom Limited NCE5-ICH-1216-3552
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