Kingston Council case study

Kingston Borough Council receives a very high number of calls every month from residents who are enquiring about housing, environmental and other Council services. I spoke with The Council and identified the need to overhaul their customer contact points. Inconsistent and confusing audio messaging had led to negative feedback from a great number of customers.

The Council were receiving an average of 40,000 to 50,000 calls per month across 7 access points. A three-layer IVR with inconsistent in-house voices had led to confusion and vocal customer dissatisfaction. Working closely with Kingston Council to develop a creative brief, we helped improve customer experience, reduce transaction times, enhance contact centre staff productivity and above all, reduce unnecessary calls.