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Thank you
Trafford Council

show quoted sections

Dear Philip Mansfield

Thank you for your email of the 15/08/2022 where you requested information
about Contact Centre, CRM and AI & Automation

The information you requested is enclosed.

1.            Contact Centre – target to organisations we know have a CC

a.            Do you have a customer/ citizen facing contact centre?  If
not please skip these questions. -  Yes - The Council  CC takes calls for
13 Service areas in the Council as well as manages the main number for the
Council.   There are a mix of services that take calls directly.

b.            Do you employ and manage your own agents, or do you
outsource to a third party?  If you outsource who to? - Both,
environmental calls (waste, highways etc.) are managed by Amey.

c.             How many contact centre agents do you have? - 20.16 FTE 
agents  and 4 FTE supervisors who will help take calls in busy periods.

d.            Do agents work from home? Or just your offices? - Mix of
office and home based staff.

e.            Please confirm the manufacturer of your contact centre
system(s) that are currently in place? - Alcatel

f.             When is your contract renewal date? – July 2024

g.            Who maintains your contact centre system(s)? - Nasstar

2.            CRM

a.            Do you use a CRM in the contact centre? What platform is
used? – Civica Contact360

b.            Do you use the same CRM for the rest of the organisation?
What platform is used? – Contact360 is used for a number services, however
this doesn’t include the whole organisation.

c.             Do you use a knowledge base / knowledge management
platform? What platform is used? – Yes, utilise CMS for the Intranet

3.            AI & Automation

a.            Does your organisation have a customer or citizen facing
chatbot?  If so, who provides this chatbot technology? - No

b.            Does your organisation utilise RPA technology? If so which
RPA technology provider do you use? – No

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Information Governance

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