Colchester Borough Council reduces customer waiting times
and increases resolution rates

Read the full case study

The challenge

Colchester Borough Council assessed the benefits of implementing a Workforce Management system to assist its Customer Service Centre. They were looking to meet customer demands and expectations consistently, in the most efficient and cost effective manner.

Project outcomes

  • Increased average resolution rate to over 90%
  • Better workflow structure and organisation
  • Reduced customer call waiting time.

Make staff management easy with a proven work management tool

Read more about QMax workforce management

The solution

Colchester Borough Council implemented QMax Workforce Management. This allows the Council to optimise Customer Service Centre performance to meet customer demand while managing differing shift patterns and other activities more proactively.

The result

Customers now experience a faster response from an advisor with the right training and knowledge to resolve their enquiry at first point of contact. Improved results have enabled the Council to implement changes to staff working hours and shift patterns, thus reducing the need for staff to work additional hours.

“As a result of introducing the QMax solution the authority has seen the reduction of customer wait times and abandoned call rates.”

Download Colchester Council's full case study

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