Automated Telephony Services

As part of the Councils developing Customer Access Strategy, which underpins the business plan objective, there is a role for technology to enable these savings by assisting customers to self-serve and reduce the need for interaction for simple tasks from council officer's. Automated services provide support to customer contact and services by answering simple repetitive calls/emails through pre-defined options which resolve the customer's enquiry, captures their details if required and manages to initiate service requests within our back office. The automated service can resolve the majority of enquiries with fast, accurate and consistent responses, and according to our business rules transfers all those with more complex esquires straight to an officer. The contract will therefore initial cover council tax customers only, however, it may be extended to other services during the lifetime of the contract.

Additional information: Please note the tender pack will be updated with responses to queries as and when they are issued.