Lockyer Valley Regional Council is a local government authority in South East Queensland, Australia.
Delivering customer-centric service is the Council’s overarching objective, so contact centre technology is critical to allow engagement and communication with internal and external stakeholders, meeting the needs of all residents in a responsive and equitable manner. Always on the lookout for new opportunities to collaborate, connect with and deliver a better customer experience for Lockyer residents, Lockyer is committed to providing quality services to residents and visitors in the pursuit of its vision for the region.
Lockyer needed a new contact centre platform that would be cost-effective and purpose-built to support customers. Among the key criteria that led them directly to Enghouse Interactive were: omni-channel communications for logging inquiries from community residents; the ability to handle increased call volume with seamless access to remote site/fall-back facility; call recording; and customisable reporting on monthly performance, volume, average wait time, and number of abandons.
Full details of the challenge, benefits and results can be viewed in the video case study below or download PDF below
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