OnDemand Customer Services

With ongoing pressure to do more with less, your customer service teams face a number of challenges whilst being expected to consistently improve the delivery of critical citizen services.

We manage customer service operations nationwide, with a proven multi-channel model, including telephony, webchat, social media, email, white mail and face-to-face service delivery.

Why choose Civica?

We focus on building long-term relationships with our customers and understand that although there is often commonality within our customer base, each one is individual. That’s why we offer a flexible service to suit any project size or length, from a couple of agents to handle overflow calls during a peak period to a fully managed customer service centre operation.

Civica has developed a Customer Services Target Operating Model (TOM) to ensure transformation and ongoing service delivery achieve the best possible outcomes for our partners and their customers.

The local authorities we work with benefit from a central support structure, which includes solutions and workforce management teams providing additional expertise and capacity to help achieve a high-quality customer experience and business objectives.

Supporting your service delivery with a flexible approach

Peaks in demand can cause substantial resourcing issues for local authorities at regular intervals during any month. To help you manage demands and boost capacity quickly, we can flex up and down to meet your needs. Our highly trained contact centre staff can handle enquiries and calls on your behalf. We can use our own comprehensive telephony platform alongside your telephony platform in a number of ways to suit your needs:

• Transferring all calls to us
• Overflowing calls transferred to us after a specified number of minutes
• Overflowing calls transferred to us when there are a defined number of customers waiting in the queue.

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