Use Case Two
Council Tax Channel Escalation
Council Tax Service Escalation
to Human Contact Centre Agent
Citizen Convenience
Citizen enquiries quickly escalated between channels
Conversation transcript passed to agent, so Citizen does not have to repeat
Useful information and resources provided in a brief summary
Staff Benefit
Citizen enquiry is captured and routed to correct agent
Agents have narrative to inform them of the Citizen journey
Knowledge provides instant access to information, signposting and resources
Business Case
Average cost per call
>£5
Average call duration 5 minutes
Cost saving £100k
per 100,000 minutes saved
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