TELFORD & WREKIN COUNCIL
CUSTOMER SUCCESS STORY

 
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Telford and Wrekin Council is the local authority of Telford and Wrekin in England. It is a unitary authority, having both the powers of non-metropolitan county and district council.
 

It collects Council Tax and business rates, processes local planning applications, responsible for housing, waste collection, and environmental health. As well as an education authority, responsible for social services, libraries, and waste disposal.

CHALLENGE

Telford and Wrekin Council is the local authority of Telford and Wrekin in England. It is a unitary authority, having both the powers of non-metropolitan county and district council.
 

It collects Council Tax and business rates, processes local planning applications, responsible for housing, waste collection, and environmental health. As well as an education authority, responsible for social services, libraries, and waste disposal.

SOLUTION

After considering several leading knowledge management solutions, Telford and Wreking Council selected Polly. This decision was based on Polly’s comprehensive knowledge management functionalities and the ability to deliver rapid ROI. 

 

As part of the government sector, Telford and Wrekin constantly must update citizens on new legislation and regulations and as a result, the level of knowledge and expertise expected from the contact center agents is extremely high.

RESULTS

The implementation of the Polly knowledge management platform has enabled the Telford and Wrekin Council to improve the quality of its customer service while reducing its costs. 

 

This can be seen with agent training time cut from six to two weeks. Research has also shown an 15% increase in customer satisfaction. These improvements have placed Telford and Wrekin Council consistently in the top UK government agencies.

customer satisfaction

agent training time

By implementing a robust, enterprise class solution to infuse knowledge guidance into our customer service systems, we have improved our customer service, making it one of the Telford and Wrekin Council’s key differentiators. Furthermore, we’ve been able to greatly reduce agent-training-time.

Customer Contact Group Manager, Telford and Wrekin Council

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