Speech Solutions for Local Government

ProcessFlows can help local government organisations improve their telecommunications processes. Handle all calls in a timely and efficient way with less resource and reduced costs.

Councils receive thousands of phone calls a day

It is a familiar scenario: Staff are busy routing calls from the general public to the appropriate person/department, answering internal calls from members of staff wanting to be put through to a colleague in another department, asking callers if they can call back – it is a chaotic and inefficient way of processing calls.

For callers, it is frustrating having to wait in a queue for their call to be answered

Or the phone may even ring off, followed by a message; “All our operators are currently busy, please call back later.” Callers did not even get the option to leave a message, so they will put the phone down feeling a bit annoyed.

A ProcessFlows speech solution developed specifically for Councils;

• Automatically deals with all your inbound calls
• Uses AVST CallXpress, a vendor independent speech application
• Builds on an organisation’s existing telephony infrastructure
• Provides call processing functionality which automatically copes with the peaks and troughs of inbound calls
• Re-routes and diverts calls to the appropriate person, wherever they are, via a dedicated number /voicemail box
• Helps staff working from home or in another office keep in touch

Improved customer service

Generally people accept that you can’t always get through to the person you want to talk to on the first attempt, but if they can get through to that person’s dedicated voicemail and leave a message, or automatically be transferred to someone else who can deal with their query, they will probably put the phone down feeling that they have had a good customer experience.

Want to find out more? Contact us on +44 (0) 1962 835053 or email enquiries@processflows.co.uk