Planning and Building Control Service2019-06-14T09:55:08+01:00

Planning & Building Telephony

Local Authority Planning and Building Control departments operate within tight budgetary constraints and with stretched resources. This leads to telephony systems struggling to cope with the large number of enquiries they receive on a daily basis. The repetitive and relatively simple nature of many of these enquiries prevents agents from focusing their attention on more complex and pressing work. The result is an expensive and inefficient telephony service that’s prone to long wait times and often frustrates service users.

Planning & Building Telephony

Local Authority Planning and Building Control departments operate within tight budgetary constraints and with stretched resources. This leads to telephony systems struggling to cope with the large number of enquiries they receive on a daily basis. The repetitive and relatively simple nature of many of these enquiries prevents agents from focusing their attention on more complex and pressing work. The result is an expensive and inefficient telephony service that’s prone to long wait times and often frustrates service users.

How we can help

Our automated telephony technology processes 100% of calls and is typically capable of providing and handling around 50% of enquiries without agent assistance. This includes basic information provision, planning application submissions, and application status requests. It reduces the average cost of each enquiry, cuts call wait times, improves service delivery and frees human resources for more valuable work.

  • Automate high-volume enquiries 24/7/365. Our telephony technology allows for an ‘always-open’ approach to customer service provision and is capable of handling and answering around 50% of enquiries – cutting costs, benefiting employees, and resulting in greater customer satisfaction. The integrated SMS links the online services and assists in a greater self serve approach.
  • Integrated seamlessly into existing systems. Our telephony technology operates best in collaboration with a wide array of digital and non-digital technologies. We ensure the system interacts seamlessly with your existing customer service platforms, allowing you to direct callers to the most appropriate and cost-effective resources and facilitating greater channel shift.
  • An integrated, omnichannel experience. Our telephony systems are designed to interact with a wide variety of digital technologies, whilst also facilitating the free movement of customers and their data between channels. This ensures that users are able to interact with your customer service team in a way that suits them and reflects new digital behaviours.

  • Bespoke Telephony technology. From subtle variations in scripts to the design of our menus, everything about our telephony systems is carefully constructed to meet your organisation’s operational demands.

  • Comprehensive data analysis for an informed future. Our integrated analytics platform allows you to monitor performance in real time and to compile reports on a regular basis. With the insight it provides, the telephony system can be adjusted and improved, guaranteeing your technology evolves as you do.
  • Ongoing support ensures perfection. Our telephony technology is tailored to meet your specific needs, ensuring it performs to the highest of standards from day one. We also offer ongoing support that allows us to tweak the system quickly and easily, whenever and wherever necessary.
  • More than 30 years’ experience in the customer service environment. We’ve been working with customer service departments for more than three decades. This has allowed us to develop efficient design, build, and installation processes that mean our technology is ready for deployment within six weeks and can be integrated with no disruption to existing services.
  • Automate high-volume enquiries 24/7/365. Our telephony technology allows for an ‘always-open’ approach to customer service provision and is capable of handling and answering around 50% of enquiries – cutting costs, benefiting employees, and resulting in greater customer satisfaction. The integrated SMS links the online services and assists in a greater self serve approach.
  • Integrated seamlessly into existing systems. Our telephony technology operates best in collaboration with a wide array of digital and non-digital technologies. We ensure the system interacts seamlessly with your existing customer service platforms, allowing you to direct callers to the most appropriate and cost-effective resources and facilitating greater channel shift.
  • An integrated, omnichannel experience. Our telephony systems are designed to interact with a wide variety of digital technologies, whilst also facilitating the free movement of customers and their data between channels. This ensures that users are able to interact with your customer service team in a way that suits them and reflects new digital behaviours.

  • Bespoke Telephony technology. From subtle variations in scripts to the design of our menus, everything about our telephony systems is carefully constructed to meet your organisation’s operational demands.

  • Comprehensive data analysis for an informed future. Our integrated analytics platform allows you to monitor performance in real time and to compile reports on a regular basis. With the insight it provides, the telephony system can be adjusted and improved, guaranteeing your technology evolves as you do.
  • Ongoing support ensures perfection. Our telephony technology is tailored to meet your specific needs, ensuring it performs to the highest of standards from day one. We also offer ongoing support that allows us to tweak the system quickly and easily, whenever and wherever necessary.
  • More than 30 years’ experience in the customer service environment. We’ve been working with customer service departments for more than three decades. This has allowed us to develop efficient design, build, and installation processes that mean our technology is ready for deployment within six weeks and can be integrated with no disruption to existing services.

“”With Telephony being the commonest communication channel for citizens, the pressures faced to manage and answer calls is well known. KPIs for calls waiting and calls abandoned all too often present a picture of service delivery unable to cope with service demand. This leads to repeat callers, complaints and lost contact opportunities. The integrated Inform Telephony answers calls in 2 rings, handles all informational enquiries 24/7 and links to online forms and information via integrated SMS and proactive engagement at first point of contact. This releases agents to answer enquiries that truly need their assistance.

With challenging budget cuts and an expanding thirst for digital engagements the Inform Telephony Service is a market leader in improving customer service delivery.”” Julian Mead, Client Services Director Inform Communications

Find out more

How Does It Work?

Our telephony system processes 100% of incoming calls by guiding callers through a series of carefully scripted prompts. Users respond using the numbers on their telephone’s keypad, with their replies determining whether the enquiry can be resolved by an automated response. If it cannot, the user is routed to the most appropriate, available human agent.

Installation

We work closely with your management team to design a telephony service that reflects your needs and demands. This process typically takes between four to six weeks, though this can vary depending on the scale of the project.

Setup

We integrate the telephony technology into both front and back-office systems using a deployment process based on three decades of experience. We also ensure seamless interaction with existing customer service technologies.

Data and Reporting

Our comprehensive data analysis platform allows you to monitor performance in real time and to generate insightful and intuitive reports that can help guide future decision-making.

Contact us now to find out more
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What our clients say

Planning and Building Control Service

“Roaring success in terms of providing 24/7 customer service. I am confident our customers are able to access or leave accurate information 24 hours a day.”

Planning and Building Control Service

“Their solution gave us exactly the results we were looking for in terms of call volume reduction and Channel Shift.”

Planning and Building Control Service

“Since implementation the service has answered approximately 23,000 calls per month and successfully retained and resolved 62% of these enquiries, providing the equivalent work of 12 F.T.E’s.”

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