 |
||
Aviva Ireland Life Cover campaigns 23rd March 2010 mplSystems implements order to claims management facility for Aviva Ireland. More >> mplSystems' Winter Newsletter #2 out now 9th February 2010 Case studies, new products, partner news and More >> Studio Moderna Contract Win 9th December 2009 Significant contract win for a strategic 5 year solution with Studio Moderna's European operations. More >> Announcing iPhoenix 20th September 2009 mplSystems announces collaboration with Anodas Software (Zylog) at Call Centre Expo 2009. More >> iMobile - the intelligent way to stay connected 20th April 2009 mplSystems provides mobile data solution as an integrated part of its intelligentContact™ portfolio. More >>
|
Customer contact centres for CWHIC 26 June 2007
A variety of services will be provided for the different councils: overflow daytime cover for when a council’s own reception cannot take calls; provision of business continuity facilities in emergencies (fire alarm, bomb threat, power cut etc) so that local residents can still get in contact with their council; and all councils will use Message Pad as an overnight switchboard service, ensuring that each council can be reached whenever it is needed. CWHIC’s objectives in working with Message Pad (the outsourcing partner for mplSystems) was to move away from providing a basic message taking service when a council was unavailable and instead provide a proactive call handling and, where possible, problem resolution service. To do this, they recognised that the service provider must be, above all, highly flexible to meet the demands of so many different councils and their citizens, must have capacity to handle peaks of call volumes at unexpected times, would offer structured call handling so that citizens would always receive a consistent and high quality response and that each call handled could be tracked from call start to resolution. Brenda Harvey, Deputy Chief Executive at Ellesmere Port and Neston Borough Coucil and, the Chairperson of CWHIC explained further, “The CWHIC out-of-hours facility is now in its fifth year of operation and we are very excited by the prospect of enhancing our established service with the support of Message Pad. The new contract offers a great opportunity to improve the information we provide to the public. Message Pad will be aiming to resolve as many enquiries as possible on behalf of the Partnership. The facility currently operates for Vale Royal Borough Council, Macclesfield Borough Council, Cheshire County Council, Ellesmere Port and Neston Borough Council, Crewe and Nantwich Borough Council, Congleton Borough Council and Chester City Council.” Paul White, CEO of Message Pad, commented ” The local authority market is very important to Message Pad and we look forward to working with the CWHIC partnership, helping many members of the public in the CWHIC area in an increasing number of ways over the coming years.” For more information on Message Pad services visit www.message-pad.com. For more information on CWHIC visit www.chwic.org.uk.
Press contact: Amanda Byart |
|
