Solutions used

  • Communications Center
  • Quality Management Suite

Background

Lockyer Valley Regional Council is a local government authority in South East Queensland, Australia.

Delivering customer-centric service is the Council’s overarching objective, so contact centre technology is critical to allow engagement and communication with internal and external stakeholders, meeting the needs of all residents in a responsive and equitable manner. Always on the lookout for new opportunities to collaborate, connect with and deliver a better customer experience for Lockyer residents, Lockyer is committed to providing quality services to residents and visitors in the pursuit of its vision for the region.

Solution

Lockyer needed a new contact centre platform that would be cost-effective and purpose-built to support customers. Among the key criteria that led them directly to Enghouse Interactive were: omni-channel communications for logging inquiries from community residents; the ability to handle increased call volume with seamless access to remote site/fall-back facility; call recording; and customisable reporting on monthly performance, volume, average wait time, and number of abandons.