Call Centre Costs

Dear Peter Thomas,

Freedom of Information (ref T4546)

Please provide costs of setting up and running your Call Centre.

Please provide initial set up, that includes CRM software and any

related hardware, and include any telephone system costs.

Please also provide ongoing maintenance costs, that also include

any annual staff costs related to development and maintenance of

the CRM system.

Also include number of calls answered within the required time

compared to calls prior to set up of the Call Centre, and any

savings identified by setting up the Call Centre.

Thank you for your recent request under the Freedom of Information Act
2000.

Your request has been passed to me to process and I can confirm that it
has been logged under the reference number T 4546.

The Council may take up to 20 working days, from the date of receipt, to
respond to your request. You should therefore receive the information you
have requested, subject to the application of any exemptions permitted
under the Act, by 27/09/2011.

If you require further information please contact me by phone on 01286
679102 or by emailing [1][Gwynedd Council request email] by quoting the reference
number above.

Yours sincerely

Gwawr Owen

show quoted sections

Arbedwch bapur, ynni ac arian - Peidiwch argraffu'r neges yma oni bai ei bod yn
hollol angenrheidiol.
Save paper, energy and money - Do not print this message unless it is absolutely
necessary.

References

Visible links
1. mailto:[Gwynedd Council request email]

Dear Mr Peter Thomas,

 

FREEDOM OF INFORMATION ACT (Ref. T4546)

Please provide costs of setting up and running your Call Centre.

    

Please provide initial set up, that includes CRM software and anyrelated
hardware, and include any telephone system costs.

    

Please also provide ongoing maintenance costs, that also include any
annual staff costs related to development and maintenance of the CRM
system.

    

Also include number of calls answered within the required time compared to
calls prior to set up of the Call Centre, and any savings identified by
setting up the Call Centre.

 

Thank you for your recent request.

 

The aim of the Gwynedd contact centre in Penrhyndeudraeth is to improve
the initial contact for the customer and to enable the Council to work
more effectively and efficiently. Extensive research and consultation that
was carried out before embarking on this project showed that similar
ventures in a large number of other authorities had proved an effective
catalyst for bringing about significant savings by re-engineering business
processes. The Gwynedd contact centre is based on the same business model
whereby the Council is investing in a one off amount of money to set it up
over a five year period.

 

A sum has been allocated to cover the capital and revenue costs during the
set up period and to date, £1.0m of the capital allocation and £890k of
the revenue funding has been expended. Savings already derived from the
improvements to business processes are being utilised to cover the ongoing
revenue costs.

 

The majority of the jobs at the contact centre are posts that are being
transferred from offices in Caernarfon, Dolgellau and Pwllheli and the
existing funding for those posts is being transferred with the jobs. The
additional revenue required at present to operate the contact centre
stands at £252k per annum but this is forecasted to fall to £47k per
annum after the set up work is complete and plans are being developed to
reduce this further.

 

During the set up period, the IT costs are projected to be £227k. The
current staff costs relating to the development and maintenance of the CRM
system are £100k per annum. This will decrease at the end of the five
year set up period after the bulk of the development work associated with
transferring functions to the contact centre have been completed.

 

Prior to the introduction of the contact centre, 78% of calls received by
Gwynedd Council were answered in 15 seconds. Since its inception in 2008,
the contact centre has consistently answered 85% of all calls received
each year within 15 seconds and over £70k fewer calls per annum are being
lost by the Authority because of unanswered calls or busy telephone lines.

 

Please note that where information is subject to copyright belonging to
the Council, you will need to obtain the permission of the Council to
re-use it for purposes other than private study or non-commercial
research. The Council may charge for re-use. Where third party copyright
material is disclosed, you must obtain permission to re-use from the
copyright holders concerned.

 

If you are not content with the outcome of the internal review, you have
the right to apply directly to the Information Commissioner for a
decision. Please see below for the contact details:

Wycliffe House

Water Lane

Wilmslow

Cheshire

SK9 5AF

01625 524510

[1]www.ico.gov.uk

 

Yours sincerely,

 

Glesni

 

Glesni Williams

Swyddog Cefnogol a Gwybodaeth/Support and Information Officer

Gwasanaeth Cefnogol/Support Service

Cyngor Gwynedd/Gwynedd Council

[email address]

01286 679701 (2701)

 

show quoted sections

Arbedwch bapur, ynni ac arian - Peidiwch argraffu'r neges yma oni bai ei bod yn
hollol angenrheidiol.
Save paper, energy and money - Do not print this message unless it is absolutely
necessary.

References

Visible links
1. http://www.ico.gov.uk/