SDS carried out research into contact centre best practices and alternative customer service channels as well as a review of Gravesham Borough Council’s IVR telephone system. The research involved a comparison of IVR menus with other councils, a list of top hints and tips, demand management good practice and case studies of IVRs from the public and private sector. SDS also included examples of channel shift.
In order to successfully reduce avoidable telephone contact, it is important to provide other communication channels. SDS provided research into good practice on channel shift and which channels are more suited to different demand types. To complete the project, SDS conducted a workshop with customer service staff members at Gravesham Borough Council to fully understand their needs as well as common customer pain points to feed into the new, recommended IVR script.