Transforming the relationship between citizens, communities and Shropshire council.
Contact Centre Agents
About Shropshire Council
Shropshire County Council was created in 2006 as the local authority of Shropshire (excluding Telford and Wrekin) in the West Midlands. It is a largely rural area with 70,000 of its 300,000 population living in Shrewsbury it’s largest town. Oswestery is it’s second largest town with significant centres in Wem, Ludlow and Bridgenorth as well as many other small towns and villages. The council employs 6,500 staff, around 900 of whom are based in Shirehall, the council’s main site in Shrewsbury.
As part of this Fournet were asked to provide a fully integrated Contact Centre Unified Communications solution for the main Customer Service Centre and three other contact centres within the region. They were also to provide IT systems for the Revenue and Benefits team, support for ICT within Shropshire Council and it’s schools and for Theatre Severn, Shrewsbury’s contemporary entertainment venue.
The council had moved from a Siemens Legacy Telephony solution to a Skype for Business platform and a cloud-based contact centre. They needed to reduce costs and at the same time improve functionality and data management.
The team is already enjoying some of the benefits of the new telephony system with more to be delivered as the rest of the transformation program comes to fruition. We are still developing some of the functionality such as instant messaging and workforce management, but early indications of the tools have been extremely positive.
Technology and communications Service Manager, Shropshire Council
The configuration of our customer service centre is quite complex when Fournet said they would have it built within 2 weeks I didn't hold out much hope. I am pleased to say they proved me wrong and on go-live day all agents were up and running on the EICC platform within 10 mins and working independently within 40 minutes.
Project Manager, Shropshire Council