Case study: Spelthorne Borough Council

  • Spelthorne Borough Council in Surrey covers a major residential, business and retail area of 20 square miles close to Heathrow Airport and the river Thames. 350 full time council staff operate from a number of different office locations providing key services to the borough’s 90,000 population.

As part of a regular audit of key operations, the Council undertook a major survey to gauge the needs and experiences of local residents in their dealings with the council services. While the Council scored highly in overall customer satisfaction, some practical issues were identified and acted upon.

Spelthorne new design_Page_1

"Residents said they wanted to talk to 'real' people on the phone and not a series pre-recorded voice messages," said John Foggo, Head of Customer and Office Services, Spelthorne Borough Council.

"They also wanted to be assured that their telephone contact dealings with the Council could be recorded and traced in the same way as formal letters or personal visits.

"In comparing the various products available, we found the Liquid Voice system to be very easy and intuitive to use, while technically it is a very powerful package with more than enough features to meet our requirements."

John commented:"We are now able to monitor our staff contact with customers, either real-time during the call or after the event, in order to gain a clear oversight of daily operations.

"This is extremely useful for staff training purposes to ensure best practice at all times.

"The Liquid Voice system has also helped the Council to identify and act upon abusive and/or threatening calls.

"The Council has a zero-tolerance policy regarding abuse of staff and the call recording system has more than proven its worth."

For a PDF of the full case study on Spelthorne Borough Council, please contact us:

Products and Services

Information

Liquid Voice

Liquid Voice is a leading provider of integrated Call Logging, Call Recording, Quality Monitoring, Workforce Optimisation and CTI systems.

Its solutions are used extensively by a variety of organisations to help improve operational performance, deliver compliance, safeguard the enterprises and provide invaluable management information.

A UK based operation, Liquid Voice's systems work with both traditional TDM and IP environments and are tested and accredited by the world's leading phone system manufacturers.

The company prides itself on its accessibility and its ability to respond rapidly to customers both before and after installations. It has specific sector knowledge and expertise in the Financial Services, Social Housing, Local Government and Contact Centre markets - an array of leading organisations within each of these vertical markets already use its software daily.