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Blackburn with Darwen Borough Council
save over £60,000 p/a

Download Blackburn with Darwen's full case study

The challenge

Blackburn with Darwen Council faced a common challenge; their ageing contact centre channel manager system was costly and unable to keep up with the current demands of their customers. It could not provide the functionality to handle multi-channel interactions or deliver against the Council’s programme of transformation.

Project outcomes

  • automated 65% of calls
  • delivered a 75% time saving
  • reduced call abandonment rates from 20% to 5%
  • decreased average waiting time by more than half
  • met 100% of service delivery measures
  • achieved zero customer complaints.

A powerful and bespoke omnichannel solution
that transforms contact centre performance.

Discover more about ContactCentre 59R

The solution

Following a detailed procurement process, the Council chose Netcall’s ContactPortal and Liberty ContactCentre solutions together with modules for email and web chat. This equips the Council to handle calls more effectively, automate call routing and smooth daily peaks and troughs. Plus they can streamline email and web chat contact, which is often handled outside of the contact centre.

​The result

The majority of calls in to the Council's contact centre are ‘low value’. These calls are now automated to deliver seamless routing of calls, saving approximately £60,000 per year; equivalent of 2-3 full time staff. Staff focus on ‘higher value’, more complex calls. Email and web chat contact is now handled to the same standards available via the contact centre.

“ContactCentre 59R has allowed the Council
to meet the digital demands of our customers.”

Download Blackburn with Darwen's full case study

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