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Tony Lockwood from MatsSoft will address delegates at Inside Government’s Multi Channel Contact Centres conference in London on 28th February

A bold strategy to boost both service levels and efficiency in public sector contact centres will be outlined at a briefing by UK-based technology specialist MatsSoft this month.

Tony Lockwood from MatsSoft will address delegates at Inside Government’s Multi Channel Contact Centres conference in London on 28th February.

His keynote speech will focus on the legacy of Sir David Varney’s Service Transformation report of 2006, which highlighted the benefits of identifying and reducing ‘avoidable’ contact.

Drawing from private sector examples where firms have cut chaser calls by keeping customers informed more proactively, Mr Lockwood will argue that it is possible to do more for less by adopting the latest web-based technology.

He will tell delegates: “Most avoidable contact arises because callers want to know something they should already have been told. That’s what really racks up the angst and stress levels. Get rid of that situation and a massive weight drops off the shoulders of your staff and the people you serve.

“It’s a virtuous circle in which significant reduction in avoidable contact leads to improved staff morale, increased efficiencies, reduced costs, lower levels of complaint and improved levels of customer satisfaction.”

MatsSoft is the developer of MATS®, a configurable web-based managed service that links workflow with automated communications, allowing organisations to generate automated updates via SMS text or email, to keep customers informed.

A significant advantage is that MATS® integrates easily with existing IT to provide public bodies with an inexpensive, tailored and fast-acting solution.

It has been widely deployed in the financial services industry by banks and building society, and is increasingly in use by local government executives under pressure to deliver improved service under tight cost control restrictions.

• MatsSoft’s workflow and communications solution, MATS®, is a managed service that can be quickly and easily set up to drive immediate and measurable efficiency gains, cost reductions and service improvements.

• MATS® unique web-based, user configurable solution is used in any situation where there is a customer, a supplier and a product or service process with more than one stage. By linking workflow and communications, MATS® keeps customers proactively informed via automated SMS messages, emails or personalised web pages, thereby freeing up the time staff previously spent on the ‘phone.

• MATS® hosted solutions are now being used for processes such as mortgage and loan applications, insurance claims, bereavements, account openings, voting systems, case management, customer service, logistics, remote customer/patient management, complaints handling, supply chain management and resource management.

• MATS® is currently used by many of the key firms in sectors including banking and insurance, healthcare, pharmaceutical, logistics, manufacturing, public utilities and government. MATS® is also used as a bulk communication medium to customers and third parties, via text messaging and email campaigns.

• Within days of installation, MATS® customers have reported calls down 65%, capacity up 30% and complaints down 90%

• The reporting tools within MATS® also provide valuable real time management information on workflow and business process management that is used to further refine and improve cost control and service levels.

• For more information, visit , call 01234 321555 or email

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