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we want to know how satisfied they are with the speed of response – a metric we only gained access to following our partnership with VoiceSage

Council’s ambitious new citizen service improvement programme, powered by VoiceSage’s SMS, Visual & Voice Surveys, is in line for a peer award

Dublin & Birmingham July 23, 2015 – VoiceSage, the customer communications services leader, is delighted to announce its customer Elmbridge Borough Council has made it to the Finals of the 2015 UK Customer Experience Awards.

The UK Customer Experience Awards recognises the very best in the customer experience across all sectors and multiple categories, with winners set to be announced on Friday 25 September at a gala ceremony at the Park Plaza, Westminster Bridge, London.

Elmbridge Borough Council has made it to the short list of the Government/professional services and not-for-profit category, with its work on its service transformation programme, the ‘Brilliant customer service every time’ project.

Elmbridge provides local government services to more than a million residents, and with its on-going, four year programme of change – a vision of transformed public interaction, delivered within tight budget constraints – the council has already secured big changes, with over 65 contact processes already redesigned so far.

To do so without driving up its costs, Elmbridge has engaged the latest citizen relationship management (CRM) techniques, including timely customer satisfaction survey campaigns, in partnership with VoiceSage in order to enable the customer journey to be fully tracked.

The surveys are carried out using a blend of Visual Touch Messaging, SMS and interactive voice messaging and deliver vital feedback on Elmbridge’s processes – seen as vital in maintaining and improving great levels of service.

These uses include driving positive changes to Council processes and services, ensuring these are communicated back to residents so they can see the impact of their feedback, while team leaders scrutinise citizen feedback to identify any possible skills gaps in the contact team so that these can be addressed with appropriate call coaching or training, boosting citizens’ experience in the future.

The VoiceSage solution can also match low scores with individual customer details within the CRM system, allowing Elmbridge to identify negative feedback trends and take proactive steps to rectify the situation. Elmbridge is now extending VoiceSage functionality, so as to transfer customers with low scoring surveys directly to a supervisor so that a problem can be discussed and resolved.

“We had always reported how long it takes to answer a call, but in reality that statistic is fairly meaningless. Instead, we want to know how satisfied they are with the speed of response – a metric we only gained access to following our partnership with VoiceSage and its technology,” explains Dawn Crewe, Head of Customer Service at the body.

Crewe and her team report that improvements have attracted enthusiastic comments from residents and a growing number of reassuringly high satisfaction rankings – rankings that have obviously convinced the UK Customer Experience 2015 judges that the system is in the national front-rank of contact solutions.

Mark Oppermann, Development Director, at VoiceSage, said, “We are delighted Elmbridge has reached the finals as this is testament to the contribution of our technology.

“We also fully endorse the whole ‘Brilliant’ philosophy Elmbridge is espousing, which is a move away from the notion of just contact towards true service. Good luck for September!”

If you’d like to find out more about Elmbridge’s ‘Brilliant’ initiative a detailed project case study is available, plus interviews are available with Dawn Crewe, Head of Customer Service, and Mark Lumley, CIO, at Elmbridge Borough Council

About VoiceSage
Founded in 2003 and with twin headquarters in Dublin and Birmingham, VoiceSage and its founders have deep heritage and experience in delivering transformational customer communications solutions that streamline and add value to high-volume outbound contact activities.

Household brands including Argos, Dun & Bradstreet, Thames Water, AXA Insurance and Freemans Grattan Holdings rely on VoiceSage to reduce inbound call volumes, increase appointments and deliveries, reduce debt and enable real time customer conversations. VoiceSage’s cloud-based messaging product and services deliver more than 2 million messages a day and are used by businesses serving more than 75% of the UK population. More than 44 million individual phones in the UK have received a VoiceSage message at some time.

Please visit and follow us on Twitter @VoiceSage

PR Contact
Amanda Burgess
+44 (0) 7920 052 160

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