Case Studies Introduction | Case Study One | Case Study Two | Case Study Three
Case Study 1 - Worthing Contract Services
The People
Worthing Contract Services is a section of Worthing Borough Council which was set up to compete with the private sector in tendering for public sector contracts, and was the successful bidder in the contract to operate Worthing’s cleansing service.
The problem
Worthing Contract Services were constantly receiving many calls effectively asking the same question. For instance following a bank holiday(s) the bin collection day shifts forward by the same number of days , and staff were diverted from other work in answering routine enquiries. This became a particularly severe problem when a major change was proposed to the collection service which resulted in many hundreds of calls requesting information.
In addition there was a desire to automate frequently reported incidents like individual missed bins and abandoned cars.
The Solution
Brightel Datanet installed and commissioned a Siemens Hipath 3550 telephone system together with an Oak VoxBox voice mail system and an Advance Classic call logger. Brightel Datanet also provided new Cat 5 cabling with power poles to support voice, data, and mains supplies. The system was directly connected to the main Worthing Borough Council Siemens system so that there were free calls between sites. All system extensions had voice mail.
All incoming calls were answered by an auto attendant, with frequently asked questions being filtered off to announcements and mailboxes. I.e. Press 1 to hear collection dates, press 2 to report a missed bin or press 3 to report an abandoned car. Of course there were other options to ensure that callers could quickly connect to an appropriate human being. Periodically mailboxes were checked and action taken regarding missed bins and abandoned cars.
Phone answering staff used headsets and could log in and out of receiving calls as necessary. To ensure that calls were answered quickly all members of staff could use call pick up to answer calls if the primary receptionists were busy. The organisation could monitor call-answering times, numbers of calls and other vital statistics using the call logging system.
Customer Comment
"I was impressed by the professional approach that Brightel Datanet showed at all times from gathering requirements to their first class after sales and maintenance service. The system gave us a marked increase in productivity by reducing the number of calls handled, freeing up my staff to concentrate on processing and organising the work. The new system has brought us many other efficiency enhancing benefits like voice mail, together with the call logger which allows us to measure our performance. It was also refreshing to have fairly complex technical information explained in laymans terms without feeling that I was being patronised."
Paul Kempsell Assistant Director, Worthing Contract Services
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