Webb had two options: to replace the existing system in the contact centre; or to deploy the technology across the entire organisation. After conversations with the senior leadership team, the council decided on a full deployment based on Webb’s recommendation.
“We were absolutely blown away by the GM and the executive taking this on because we went in there and said we are looking toward the future,” she said.
“Enghouse gave us our contact centre solution which was called Touchpoint, and then we went Skype for Business for the whole organisation.
“It has been a total success, the engagement from the staff is terrific, it really makes the whole call experience feel more human.
Setting up a Custom Solution
As part of the project, Webb had requested custom call codes for the contact centre so the team could assign different actions to specific calls, these were provided by Generation-E at additional cost.
The New Zealand-based provider flew its developers to the client site a number of times throughout the process to assist the Canada Bay team with the transition.
“It went back and forth a few times,” Webb said. “That’s because I am a bit of a perfectionist and I wanted to get it right.”
“They were excellent to deal with, I had no problems. We went live on day one and we did not have one issue.
“I also have to commend our information services section, we had a project person in that team running the project with Enghouse Interactive and myself, and he did a lot of work with them in the background.
“The whole organisation had to be trained, which was huge, you are looking at between 150 and 200 people," she said.
Canada Bay City council gives monthly feedback to staff in the call centre in a program known as a 360. As part of this process, managers listen back to calls staff have taken throughout the month to assess performance. This requires regular call recording, a process which Webb said had become much easier after implementation of the new system.
“It is fantastic now when a call comes in and the team leader can tell if a call is becoming really difficult, the team leader can go in and talk to the operator without the other person hearing, that is called the whisper.
Webb said this allows the team leader to instruct call centre staff on how to deal with the call.
“It has so much flexibility, its amazing. We know that we are going to grow with this solution, that’s what you want from your technology, flexibility that you can grow with,” she added.