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Contact centre efficiency

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Local Government Contact Centre Efficiency Challenges the following:
  • Simplify access for citizens and businesses whilst reducing costs

  • Re-design service around the citizen versus around the department or directorate

  • Optimise the costs of running customer service centres and look for ways to share with other public and third sector partners

  • Leverage new technologies to drive efficiency and modern service delivery with limited capital funding

  • 2007 CSR likely to see efficiency targets rise to 3%

  • Varney recommendations becoming a reality with accreditation and a performance management framework

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