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Contact centre award
A submission for the North of England Excellence Award won the 'Public Sector' category at an awards dinner on 9th November 2006.
The panel recognised the excellent track record in customer contact and the management of the customer contact teams.
Transforming services
How Liverpool Direct took their contact centre to the next level, as the catalyst for redesigning services, offering first-call resolution and introducing new customer focus.
See how sickness reduced from 7% to 5%, how benefit claims processing improved from 44% to 76% within 14 days, council tax collections improved by 1% and and a joint initiative with the police and fire departments reduced vehicle crime by 27%.
Read this case study in full (PDF [468Kb]. Download time 1 minutes 48 seconds based on a 56k modem. Will open a new browser window.).
Contact Centre
The Liverpool Direct Contact Centre provides high quality, first point of contact services 24x7x365 days a year to over 450,000 residents, 19,000 businesses, 50,000 commuters and 2m tourists.
There are dedicated and highly trained staff within our 400 seat capacity Liverpool Direct contact centre with capacity for further expansion.
The centre supports contact via telephone, e-mail and SMS messaging services.
Our customers include vulnerable people for whom we provide language line and interpreting services, general textphone services, large print and Braille documentation.
Liverpool Direct provides services ranging from simple call answering and message taking through to specialist services backed by social workers, HR and consumer advice practitioners.
We tailor our services to meet the needs of both small and larger clients and our business development managers take great care to ensure we fully understand your business and its requirements. Our services are backed by rigorous Service Level Agreements.
Our contact centre has won a number of major awards during 2005 and 2006, including:
- European Foundation for Quality Management - Recognised for Excellence (2006).
- Call Centre Association Excellence Awards, 'Best in Sector' (Public Sector) Award.
- European Foundation for Quality Management, Local and Government Regional Prize in Europe.
- Professional Planning Forum Public Sector Innovation Award (2005).
To discuss how we can assist you contact Head of Business Development (Public Access), Jane Eckford.