Environmental Services2020-06-18T11:30:41+01:00

Environmental Services Telephony

Environmental Services departments typically receive a large number of calls concerning a select few issues. These relatively simple, high volume enquiries consume a disproportionate amount of resources and put unnecessary pressure on Local Authorities’ employees.

Environmental Services Telephony

Environmental Services departments typically receive a large number of calls concerning a select few issues. These relatively simple, high volume enquiries consume a disproportionate amount of resources and put unnecessary pressure on Local Authorities’ employees.

How we can help

Our Environmental Services telephony system responds to 100% of calls received and is capable of handling approximately 50% of enquiries without the need for human intervention. By focusing on repetitive and relatively simple issues, such as bin collection enquiries, the reporting of fly-tipping, and noise and anti-social behaviour complaints, our technology reduces department spending, improves the customer experience, supports digital engagement and allows human agents to focus on more complex and valuable tasks.

  • Take your customer service 24/7/365. Automated telephony technology ensures you’re able to provide around the clock customer service, reducing office hours workload and facilitating a more comprehensive customer experience.

  • Automation is efficient in more ways than one. Environmental Services telephony systems are capable of automating more than 50% of telephone enquiries, pushing down call wait times and allowing human agents to concentrate on more pressing issues. They also route callers more efficiently, connect to online services via integrated SMS whilst reducing call handling times and improving the customer experience.
  • Facilitate the channel shift your users desire. Customers now demand access to customer services across a wide range of digital and non-digital platforms. Our telephony technology integrates seamlessly into your existing systems, allowing you to direct callers to relevant, cost-effective channels with greater ease.
  • A bespoke system to meet your needs. No two organisations are exactly the same. Our telephony systems are personalised to meet the demands of your particular work environment. From bespoke scripts to tailored menus we ensure your telephony is optimised for high performance.
  • 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 allows your customer service to grow. Our service doesn’t stop with installation. While our comprehensive data analysis platform allows you to measure performance in real time, we’re on hand to tweak and improve your systems whenever necessary, ensuring your customer service technology evolves as you do.
  • Take your customer service 24/7/365. Automated telephony technology ensures you’re able to provide around the clock customer service, reducing office hours workload and facilitating a more comprehensive customer experience.

  • Automation is efficient in more ways than one. Environmental Services telephony systems are capable of automating more than 50% of telephone enquiries, pushing down call wait times and allowing human agents to concentrate on more pressing issues. They also route callers more efficiently, connect to online services via integrated SMS whilst reducing call handling times and improving the customer experience.
  • Facilitate the channel shift your users desire. Customers now demand access to customer services across a wide range of digital and non-digital platforms. Our telephony technology integrates seamlessly into your existing systems, allowing you to direct callers to relevant, cost-effective channels with greater ease.
  • A bespoke system to meet your needs. No two organisations are exactly the same. Our telephony systems are personalised to meet the demands of your particular work environment. From bespoke scripts to tailored menus we ensure your telephony is optimised for high performance.
  • 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 allows your customer service to grow. Our service doesn’t stop with installation. While our comprehensive data analysis platform allows you to measure performance in real time, we’re on hand to tweak and improve your systems whenever necessary, ensuring your customer service technology evolves as you do.

“”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 automated telephony technology responds to 100% of Environmental Services calls. Callers navigate an intuitive menu system by responding to carefully-scripted prompts, allowing you to provide information and offer access to relevant resources to high-volume enquiries. When an enquiry cannot be automated, the system ensures the caller is routed to the most appropriate human agent, slashing wait times and increasing customer satisfaction.

Installation

Our plug and play telephony technology is designed to be built, tested and ready for implementation within a six-week window. However, this schedule can vary depending on the size and complexity of the project.

Setup

Telephony systems function best when they’re installed into an omnichannel system that allows customers and information to flow freely between communication channels. Consequently, we devote considerable time and energy to ensure that the technology is seamlessly integrated into both front and back-office systems, as well as with a wide variety of digital platforms.

Data and Reporting

Data collection and analysis is the most valuable means of monitoring performance and understanding user behaviour. Our data analysis platform allows you to keep track of key KPIs and compile insightful reports – ensuring you have the information required to make informed decisions regarding the ways your customer service can be improved.

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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Environmental 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

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Environmental 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
Environmental 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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