Revenues & Benefits Services2020-06-18T11:26:32+01:00

Revenues & Benefits Telephony

In many Revenues & Benefits departments, considerable resources are dedicated to answering relatively simple and repetitive enquiries. By making human agents responsible for responding to such enquiries, Local Authorities continue to rely on expensive and inefficient customer service systems that result in long wait times, frustrated callers, and a disappointing customer experience.

Revenues & Benefits Telephony

In many Revenues & Benefits departments, considerable resources are dedicated to answering relatively simple and repetitive enquiries. By making human agents responsible for responding to such enquiries, Local Authorities continue to rely on expensive and inefficient customer service systems that result in long wait times, frustrated callers, and a disappointing customer experience.

How we can help

Our Revenues & Benefits automated Telephony systems reduce costs and improve the customer experience by handling high-volume enquiries and enabling users to self-serve 24/7/365. By automating responses to Council Tax, Benefits and Business Rates enquiries, payment processes, discounts, and exemptions applications, you can release around 50% of your human resources, ensuring agents can focus on the complex and nuanced enquiries that are a more valuable use of their time.

  • Customer service that never stops. Automated telephony systems allow for 24/7/365 customer service, reducing workload and call volumes during office hours and allowing your customers to self-serve as and when they want.

  • Reduced reliance on human agents. Efficient information provision and improved routing technology means fewer enquiries require the attention of human agents, allowing your teams to focus on more complex tasks and assist vulnerable customers whilst increasing the value of the work.

  • Enjoy 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.

  • Make data do the hard work. Our integrated data analysis platform ensures you better understand the behaviour of your users and are able to build an increasingly powerful and efficient customer service system.

  • 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.

  • Customer service that never stops. Automated telephony systems allow for 24/7/365 customer service, reducing workload and call volumes during office hours and allowing your customers to self-serve as and when they want.

  • Reduced reliance on human agents. Efficient information provision and improved routing technology means fewer enquiries require the attention of human agents, allowing your teams to focus on more complex tasks and assist vulnerable customers whilst increasing the value of the work.

  • Enjoy 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.

  • Make data do the hard work. Our integrated data analysis platform ensures you better understand the behaviour of your users and are able to build an increasingly powerful and efficient customer service system.

  • 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.

“”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 automation technology is designed to enable Revenues & Benefits customers to self-serve via an intuitive navigation system with integrated SMS. Callers respond to scripted prompts and move through a series of menus by selecting the appropriate number for their enquiry on their telephone keypad. The integrated SMS connects to online forms and information as well as validation of data received. This allows a Local Authority to provide essential information without the need for agent interference, whilst also routing callers to relevant resources or, if necessary, directing them to an appropriately skilled human agent.

Installation

Our telephony systems are typically designed, built, tested, and tweaked within a six week period. We also provide ongoing support for our products and have developed a unique feedback system that allows our automated telephony systems to be adapted and improved quickly and efficiently.

Setup

We understand that new technology needs to be integrated into existing systems with little to no disruption if you’re to maximise ROI. That’s why we’ve leveraged our 30 years’ of experience working in customer service environments to design a setup process that can be deployed in just six weeks and helps Local Authorities and their customers switch seamlessly to the new technology.

Data and Reporting

Accurate data recording and analysis plays a key role in monitoring performance. Our comprehensive analytics platform allows you to keep track of vital KPIs and facilitates the drafting of intuitive and informative performance reports.

Contact us now to find out more
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What our clients say

City of Edinburgh Council

“Inform have built a stable and successful system – any required changes are turned around quickly and they are never just reactive, they always offer a professional input.” Neil Jamieson, CEC Customer Service Manager

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City of Edinburgh Council

“Inform have built a stable and successful system – any required changes are turned around quickly and they are never just reactive, they always offer a professional input.” Neil Jamieson, CEC Customer Service Manager

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Revenues & Benefits Services

Guildford Borough Council

“It gives customers the ability to interact with our services out of hours. It provides users with information or news and customers can propose special arrangements, request exemptions and discounts and leave information out of hours. It also allows us to send out text links to users referring them to information on our website.” Belinda Hayden, Exchequer Services Manager

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Guildford Borough Council

“It gives customers the ability to interact with our services out of hours. It provides users with information or news and customers can propose special arrangements, request exemptions and discounts and leave information out of hours. It also allows us to send out text links to users referring them to information on our website.” Belinda Hayden, Exchequer Services Manager

read full case study

Dorset Council

“It was clear to me that Inform has a comprehensive understanding of the issues that local authorities face. In the past, I’ve spoken to several companies, and they don’t necessarily have a full grasp of the complexities involved in administering a Revenues & Benefits service.” Stuart Dawson, Head of Revenue & Benefits

Read full case study
Revenues & Benefits Services

Dorset Council

“It was clear to me that Inform has a comprehensive understanding of the issues that local authorities face. In the past, I’ve spoken to several companies, and they don’t necessarily have a full grasp of the complexities involved in administering a Revenues & Benefits service.” Stuart Dawson, Head of Revenue & Benefits

Read full case study
Revenues & Benefits Services

Sandwell Metropolitan Council

“Self Service has played a crucial part in our call handling strategy and we are pleased to announce we will be extending our partnership with Inform Communications for another year. 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.” Ian Hubball, Revenues and Benefits Manager

Read full case study

Sandwell Metropolitan Council

“Self Service has played a crucial part in our call handling strategy and we are pleased to announce we will be extending our partnership with Inform Communications for another year. 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.” Ian Hubball, Revenues and Benefits Manager

read full case study

Cambridge City Council

“We spoke to other councils that achieved significant reductions in call volumes before we signed up with Inform Communications. The projects started as a pilot project, and going forward we have received a lot of help and support form them. It wasn’t just put in and forgotten about, through fine tuning we were able to achieve significant reductions. The changes to system are done quickly and we are looking forward how Inform will help us to integrate artificial intelligence, web services and chatbots. Their solution gave us exactly the results we were looking for in terms of call volume reduction and Channel Shift.” Jonathan James, Head of Customer Services at Cambridge City Council

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Cambridge City Council

“We spoke to other councils that achieved significant reductions in call volumes before we signed up with Inform Communications. The projects started as a pilot project, and going forward we have received a lot of help and support form them. It wasn’t just put in and forgotten about, through fine tuning we were able to achieve significant reductions. The changes to system are done quickly and we are looking forward how Inform will help us to integrate artificial intelligence, web services and chatbots. Their solution gave us exactly the results we were looking for in terms of call volume reduction and Channel Shift.” Jonathan James, Head of Customer Services at Cambridge City Council

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