Contact Centre, CRM, and AI & Automation.
Dear Kettering Town Council,
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.
b. Do you employ and manage your own agents, or do you outsource to a third party? If you outsource who to?
c. How many contact centre agents do you have?
d. Do agents work from home? Or just your offices?
e. Please confirm the manufacturer of your contact centre system(s) that are currently in place?
f. When is your contract renewal date?
g. Who maintains your contact centre system(s)?
2. CRM
a. Do you use a CRM in the contact centre? What platform is used?
b. Do you use the same CRM for the rest of the organisation? What platform is used?
c. Do you use a knowledge base / knowledge management platform? What platform is used?
3. AI & Automation
a. Does your organisation have a customer or citizen facing chatbot? If so, who provides this chatbot technology?
b. Does your organisation utilise RPA technology? If so which RPA technology provider do you use?
Yours faithfully,
Philip Mansfield
Dear Mr Mansfield
Thankyou for your FoI inquiry below. The answers to your questions are set out below
1. Contact Centre – Do you have a customer/ citizen facing contact centre? No
2. CRM- . Do you use a CRM in the contact centre? No
3. AI & Automation
a. Does your organisation have a customer or citizen facing chatbot? No
b. Does your organisation utilise RPA technology? No
I trust the above is helpful, however if you are dissatisfied with the way we have handled your enquiry or you are unhappy with the response provided, you have the right to request an internal review. You can do this by emailing [Kettering Town Council request email] Please quote your reference number.
Please note a request for an internal review should be submitted no later than 40 working days from the date of receipt of this response. The Council is not obliged to accept a request for an internal review beyond this timeframe. A full response to your request for a review will be provided within 20 working days.
If you remain dissatisfied with the Council’s internal review, you have the right to appeal to the Information Commissioner (ICO). It is recommended that you contact them no later 3 months from the date of our final response, using the contact details
below:
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Telephone: 0303 123 1113
https://ico.org.uk/make-a-complaint/
Yours sincerely
Martin Hammond
Town Clerk
Kettering Town Council
Kettering Conference Centre
Thurston Drive
Kettering
Northants NN15 6PB
Tel 01536 697490
[mobile number]
www.ketteringtowncouncil.gov.uk
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