Case Study: Housing and Public Sector Telephone Answering Service

Silvia Planella/ April 24, 2014/ blog

Our client is one of Ireland’s County Councils. Their mission is to provide after hours support to the members of the community.

Objective of this Case Study

This case study will provide an insight into:

  • Experience working with County Councils
  • Scalability: Ability to deal with increase in demand in adverse weather conditions
  • Ability to escalate calls and liaise with on-call personnel
  • Experience 24-hour Continuous Support
  • Our Contact Centre is open 24 by 7, 365 days per night
  • Arema Connect as a reliable and trustworthy partner

Description of Project & Scope of Work

Our client required a dedicated team to answer their calls as part of their after-hours service. The calls received are considered as “Emergency calls” and due to the nature of the calls, they required immediate escalation to their on-call team.

The main types of calls relate to:

  • Water emergencies
  • Council Housing issues
  • Road issues

We also deal with non-emergencies related calls for the client and these are logged and emailed to the main office to follow up on.

Business Challenge

Our client faced the following challenges while selecting a partner:

  • Ability to handle large volumes of calls in a short time frame
  • Additional staff for adverse weather conditions emergencies such as flooding and storms
  • Open 24 by 7 to provide overflow service during office hours and dedicated support for after hours
  • Ability to integrate with their in-house team and escalate enquiries
  • Proven track record
  • Call recording facilities
  • ISO certified provider
  • Data Protection Requirements
  • Reliability

Our Proposal

Arema Connect is providing services to County Councils since 2005. Currently, we are the after hours contact centre team for 7 County Councils and City Councils. Our team is ISO Certified and we adhere to European Data Protection laws. This is highly important while dealing with the Public Administration.

Our client required additional resources available during the winter season, especially during adverse weather conditions. Arema Connect provided a dedicated team supported by shared agents that could support the increase of calls during specific times in really short notice.

We provide our client with…

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