Haringey Council Case Study

Haringey Council explain the reason for undertaking a complete re-design of their IVR system, the process we went through with them and the results this achieved.

“My experience of working with NextGenCX has been brilliant. Superbly professional, really focussed on the vision and understood our problems.

It’s like we’re all one team.

I would recommend any organisation to work with NextGenCX to fix their contact centre voice messaging. ”
— Samantha Larner - Senior Project Manager
Haringey London logo in red and black text on a white background.
Woman in black dress with pearl necklace smiling, sitting at a glass table in a brightly lit room with windows.
Row of brick houses with gabled roofs, parked cars along the street, green trees, and a blue sky with scattered clouds.

The Issue

The Haringey Council IVR system was complicated and confusing for customers, who had to navigate through numerous menu and sub menus options for each department.

Call volumes and queue wait times were increasing month on month leading to falling customer service levels

The Solution

Haringey Council chose NextGenCX to provide a complete IVR Consultancy and Recording Service.

Through a number of workshops with stakeholders and back office staff, we designed the new IVR call flows from scratch, along with new scripting. We took advantage of system features such as queue call back and, most importantly, SMS integration to encourage channel shift where relevant.

The Result

The new IVR system provided instant results; on the day of primary school place notifications 80% of calls were deflected online to the primary schools portal.

Council Tax bill enquiries have been reduced by 50% , and whilst over the past 12 months call volumes have increased, the number of calls requiring a live agent to answer them has reduced by 22%.

Through effective IVR messaging encouraging customers to self serve via the council website, the contact centre has also experienced a 27% reduction in email traffic.

Overall the new IVR system will provide an operational saving of £200,000 year on year.

Exterior view of a London council entrance with a red signboard and glass doors, reflecting cars and buildings in the street.

Return On Investment:

  • Operational savings of £200,000

  • 80% of school enquiries deflected online

  • 27% reduction in email contact

  • 10% increase in service level

  • 22% reduction in answered calls

  • 50% reduction in council tax enquiries