Medway Council turns to Redcentric to improve contact centre operations

12 December 2012

Medway Council, faced with budget cuts that are affecting local government across the UK, has turned to Redcentric to deploy a workforce management solution in its contact centres. The result of the implementation is not only the ability to improve efficiency and reduce costs, but also to improve the service to residents in the process.

In a new Redcentric case study, Medway discusses the decisions that led to the deployment of the Noble Systems' ShiftTrack system and the benefits that the Council has reaped such as:

  • The consolidation of call centre functions.
  • More efficient staff utilisation.
  • Administration significantly reduced.
  • Better ability to adapt staff working patterns to suit demand.

The deployment of the solution was an integral part of supporting the Council's 'Better for Less' programme. Faced with significant budget cuts from central government, the Council launched the scheme with the aim of driving down costs while maintaining the front line services residents expect.

The 'Better for Less' programme will create a total of £14million in savings over three years and is one of a number of ways in which the council aims to lower its overhead costs.

"The primary focus of the Council has not been to cut services, but instead to try and improve efficiency," said Moira Bragg, Head of ICT at Medway Council. "We're examining how we can invest in technologies that allow us to not only reduce costs, but also to work more effectively. Budget cuts do not have to mean service cuts, and with this solution from Redcentric we are actually improving our service to residents as we change our way of working."

"Medway Council has been a long term customer of Redcentric, and we are pleased to be able to continue to support them as they - and all other councils - try to adapt to budget cuts," said Richard Archer, Sales Director at Redcentric. "Medway Council's workforce management deployment proves once again that organisations that invest in IT can see compelling returns on investment."

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