The Borough Council of Stockton-on-Tees reaps the benefits of their VoIP based contact centre and improves their service to the local community.

Networking Plus reported that the council launched its new telephone system in January this year following a survey that revealed the local people wanted to be able to contact officers quickly and at times convenient to them.

The system has already reduced call handling time and improved customer service.

A key to achieving this is the ability to handle calls smartly. The system allows calls received to be routed to teams best suited to deal with the particular query cancelling out the need to pass a caller from department to department. It also presents key information to the receiver via their computer screen even before the call is taken.

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