Haringey Council Case Study

Designing the blueprint for a more efficient contact centre

“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 looking to redesign their contact centre to work with NextGenCX.”
— Senior Project Manager, Haringey Council
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.
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The Issue

Haringey Council was preparing to move to a new contact centre solution, but its existing set-up was already under strain.

The IVR design was causing problems for callers, call volumes were growing and contact through other channels was increasing too. As a result, queue wait times were rising.

The move to a new platform was the opportunity to provide a more efficient service, but only if the new contact centre was designed in the right way from the outset, rather than carrying existing issues forward.

The Solution

Haringey Council wanted an independent consultancy that was vendor agnostic, and brought in NextGenCX to create a blueprint for the new contact centre system before it was built.

We started with the data, analysing the council’s current contact information to identify trends and uncover the root causes of demand.

We then ran a series of workshops with service areas across the council and with teams in the customer service centre. The insight gathered in these sessions guided the blueprint.

The blueprint set out the structure of the contact centre, mapping each inbound channel, phone and email, into clear processes the new system could be designed around.

As well as designing the blueprint and processes, we assisted with the system design and implementation to smooth the transition.

The Outcome

Haringey Council received a fully functional blueprint that the contact centre provider could take and use to build the new system.

Because the groundwork had been completed up front, implementation simply followed the blueprint and process maps, making for a smoother rollout and a contact centre that was ready to go.

The Result

The new contact centre delivered results in its first year.

80% of school enquiries were deflected away from live agents, with customers getting what they needed online or through information delivered by the IVR and SMS. Council Tax enquiries fell by 50% and email contact dropped by 27%.

With the IVR and SMS messaging resolving more queries up front, 22% fewer calls needed a live agent to answer them, and service levels rose by 10%.

Overall, the council made operational savings of £200,000 in the first 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

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