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.
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.
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.