Contact Centre Solution
Dear North West Leicestershire District Council,
1. Contact Centre
a. Do you have a customer/ citizen facing contact centre?
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,
Chidera Obonna
Dear Chidera Obonna,
FREEDOM OF INFORMATION REQUEST IG001631
Thank you for your request for information about:
Customer contact centre
Your request was received on 12/02/2024 and is being handled under the
terms of the Freedom of Information Act 2000. You may expect a response
within 20 working days.
Yours sincerely
Information Governance Team
══════════════════════════════════════════════════════════════════════════
NWLDC
Council Office
Whitwick Road
Coalville
Leicestershire
LE67 3FJ
01530 454545
[North West Leicestershire District Council request email]
[1]Cyber Essentials CompliantYou can report, request and pay for things
online at [2]www.nwleics.gov.uk
[3]ShawTrust Accessible
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will be processed in accordance with current data protection laws. It will
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disclose any personal information to anyone else unless required or
allowed to do so by law. Read more about how we use personal data in our
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Dear Chidera Obonna,
FREEDOM OF INFORMATION REQUEST IG001631
I write further to your email dated 12/02/2024.
Your request has been dealt with under the terms of the Freedom of
Information Act 2000 (FOIA), explained on our [1]freedom of information
page.
Your request:
Dear North West Leicestershire District Council,
1. Contact Centre a. Do you have a customer/ citizen facing contact
centre?
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?
Our response:
1. Contact Centre a. Do you have a customer/ citizen facing contact
centre? Yes
b. Do you employ and manage your own agents, or do you outsource to a
third party? If you outsource who to? Manage own agents
c. How many contact centre agents do you have? 13 FTE
d. Do agents work from home? Or just your offices? Hybrid so do both
e. Please confirm the manufacturer of your contact centre system(s) that
are currently in place? Enghouse Touchpoint
f. When is your contract renewal date? 31st Aug 2026
g. Who maintains your contact centre system(s)? In house ICT team
2. CRM
a. Do you use a CRM in the contact centre? Yes What platform is used?
Granicus Service
b. Do you use the same CRM for the rest of the organisation? Yes What
platform is used? Granicus Service
c. Do you use a knowledge base / knowledge management platform? What
platform is used? No
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
The supply of information in response to a freedom of information request
does not confer the right to re-use the information. UK copyright law
allows information supplied for the purposes of private study and
non-commercial research to be used without permission. Information
supplied can also be re-used for the purposes of news reporting except for
in the case of photographs.
GOING FORWARD
If you are dissatisfied with the information supplied please feel free to
contact me on the number above for any queries in relation to this
response. Please note that in responding to further enquiries I can only
comment on the information contained within this correspondence and cannot
provide any further information that may pertain to an additional FOIA
request.
If you remain dissatisfied following the conclusion of the above informal
review, you have the right to ask for an internal review. A request for a
review whether formal or informal should be submitted within two calendar
months of the date of receipt of the response to your original letter and
should be sent to [2][email address] or the address above.
Please remember to quote the Authority’s eight digit reference number
given at the top of this email in any future communications.
Further details on our appeals and complaints procedure can be found on
our website [3]here.
If you remain dissatisfied following the conclusion of the internal
review, you have the right to apply directly to the Information
Commissioner for a decision. The Information Commissioner can be contacted
at [4][email address].
Yours sincerely
Information Governance Team
══════════════════════════════════════════════════════════════════════════
NWLDC
Council Office
Whitwick Road
Coalville
Leicestershire
LE67 3FJ
01530 454545
[North West Leicestershire District Council request email]
[5]Cyber Essentials CompliantYou can report, request and pay for things
online at [6]www.nwleics.gov.uk
[7]ShawTrust Accessible
------- Email confidentiality notice -------
This e-mail and any files transmitted with it are confidential and
intended solely for the use of the individual or entity to whom they are
addressed. If you have received this e-mail in error please notify the
originator of the message. This footer also confirms that this e-mail
message has been scanned for the presence of computer viruses.
Please note: Incoming and outgoing e-mail messages are routinely monitored
for compliance with North West Leicestershire District Council's policy on
the use of electronic communications. Any personal data that you provide
will be processed in accordance with current data protection laws. It will
be used by North West Leicestershire District Council and our partners to
deliver and improve services and fulfil our legal duties. We will not
disclose any personal information to anyone else unless required or
allowed to do so by law. Read more about how we use personal data in our
Privacy Notice on our website:
[8]https://www.nwleics.gov.uk/pages/website...
[9]Achieve Forms Footer Banner
References
Visible links
1. http://www.nwleics.gov.uk/pages/how_to_m...
2. mailto:[email address]
3. http://www.nwleics.gov.uk/pages/freedom_...
4. mailto:[email address]
6. http://www.nwleics.gov.uk/
7. https://www.accessibility-services.co.uk...
8. https://www.nwleics.gov.uk/pages/website...
9. https://nwleics-self.achieveservice.com/
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