Oxford City Council beats severe weather by optimising customer service in partnership with Netcall

netcall logoRecent severe weather conditions have resulted in higher call volumes to Oxford City Council’s contact centre, as customers seek help and advice on managing the impact of floods in their local area. 

As part of its strategy to deliver outstanding customer service, Oxford City Council has been using Netcall’s ContactCentre 59R solution to provide callers with pre-recorded status updates as well as the latest advice and information.

Implemented at the Council last December, ContactCentre 59R provides an effective first point of contact. Callers are routed to the best person by the Automated Call Distribution solution (ACD), ensuring they can resolve their enquiry quickly and efficiently. Contact centre managers are able to record outage messages to provide callers with the latest information relative to their enquiry.

Stephanie Barnard, Customer Contact Manager, Oxford City Council, explains: “The recent flooding in Oxford has caused disruption across the city, resulting in high levels of calls into our contact centre. Being able to provide status updates for callers has enabled us to react to changing situations very quickly and maintain a manageable level of incoming enquiries.”

Mark Holmes, Sales Director, Netcall comments: “Available as part of our Liberty platform, our solutions have been designed to empower users to adapt to ever-changing customer demands. By having an easy to use, flexible solution in place, Oxford City Council has been able to proactively update customers on the flooding and maximise resources during a busy time.”

About Netcall

Netcall is a UK company quoted on the AIM market of the London Stock Exchange. Netcall’s software product suite provides compelling business process solutions for end-to-end customer engagement, incorporating intelligent contact handling, workforce optimisation, business process management and enterprise content management. Our target markets comprise organisations of all sizes, including many blue-chip companies with global contact centre operations. The Netcall software platform helps organisations meet the growing demands of their customers and prospects whilst improving internal efficiencies, thereby increasing profitability and customer satisfaction.

Netcall’s customer base contains over 700 organisations in both the private and public sectors. These include over 65% of the NHS Acute Health Trusts, 25% of the UK local government authorities (with more than half of the London Councils), major telecoms operators such as BT and Vodafone and leading organisations including Interflora, Lloyds Banking Group, Cineworld, Interserve, Orange, Prudential and Thames Water.

To learn more about Netcall (LSE: NET) please visit www.netcall.com.