Bolton Council
A Technical help desk and case management solution that delivers with a broad knowledge base helps KC offer wide support to Bolton Council
“An adaptable approach coupled with a deep understanding of the issues being faced means our teams solve problems with absolute confidence”
Simon Wilson, Senior Service Manager, KC Contact Centres
About Bolton Metropolitan Borough Council
Bolton is situated 20 minutes north of Manchester and is the fastest growing economic destination in the Manchester City region after the regional centre.
BMBC covers an area that includes Blackrod and Farnworth and stretches to the rural and suburban areas of the West Pennine Moors. A population of around 262,800 is administered by BMBC.
Why did BMBC choose to partner with KC Contact Centres?
KC Contact Centres has provided service desk support since March 2007. BMBC needed a company that could provide effective case management for their telephony networks on behalf of Kcom and looked for a partner that had the experience to service a wide range of requests, from simple telephone system changes, trouble-shooting and installations through to full network implementation.
How has KC Contact Centres been able to help?
KC Contact Centres put together an adaptable team of advisors who received tailored training to ensure that they would be well equipped to confidently deal with contacts from a number of different sources. These included field engineers, BMBC office workers, third party contractors, account managers and councillors. As an extension of BMBC, KC Contact Centres knew that high levels of professionalism, an understanding of local authority culture and a sound knowledge base were the key to delivering an effective and consistent service.
KC Contact Centres’ approach was to hand-pick a team of advisors with a flair to represent BMBC at all levels and to implement a knowledge base that would underpin the operation and equip all members of the team with the very latest information on the products and services used by BMBC.
KC Contact Centres’ Senior Service Manager, Simon Wilson, commented, “We structured our operation to enable our team of advisors to ‘take ownership’ of cases and to manage each case from initial contact through to resolution. This ‘one touch’ approach was well received by users of the service who felt that they were able to develop a relationship with the operational team and, in turn, receive a more consistent service. ”
This structured approach has led to the scope of cases managed on behalf of BMBC to now include mobile and converged networks.
Key benefits of KC Contact Centres Case Management
A full range of inbound services – A flexible and diverse range of services from customer service and order taking through to technical help desks means that all requirements can be serviced by one company.
Seamless integration – Considerable experience in migrating live services which means KC Contact Centres can take control of many thousands of calls over multiple service areas without any interruptions to your service levels.
The right people and the right training means the right result – A commitment to recruiting the best people and utilising their skills in areas that suit them perfectly. All KC Contact Centres’ case management teams are chosen for their ability to deal at all levels and in a number of different situations.
Ready and waiting - Reactive, responsive and run by a highly trained, ‘ready-to-respond’ team, KC Contact Centres specialise in meeting a diverse range of challenges, and to support your operations all day, every day.
