Kirklees Council benefits from efficiency gains
through using Automated Agent

Download the full Kirklees Council case study

The challenge

In spring and summer, the Council found that the sharp rise in garden waste collection requests. These were being processed manually which required additional resources. The Council was keen to improve productivity and cost effectiveness to free up staff time and maintain a high standard of customer service.

Project outcomes

  • Council saved the equivalent of 1 full-time employee per year
  • Return on investment achieved within a year
  • Improved efficiency allows staff to focus on more complex enquiries
  • Garden Waste Reporting line now available 24x7x365.

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The solution

Kirklees Council chose to deploy Netcall’s Reporting Speech Recognition Automated Agent. Although there were some concerns regarding the use of the Automated Agent instead of live agents, the anticipated cost and efficiency savings proved a convincing incentive to proceed with the installation.

The result

Within the first 12 months, the Automated Agent at Kirklees council successfully handled 21,000 garden waste calls and achieved the target of 60% of all waste calls being handled by the Automated Agent. Following the successful implementation of automated garden waste calls, Kirklees Council plans to add more resident services.

"Netcall’s support and training were fantastic and all dealings with the company have been very good."

Read the full case study

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