EMAX Consulting Revamps Major Public Sector Contact Centre For Dudley MBC

Online Appointment Setting System Unveiled To Enhance Customer Service Whilst Streamlining Organisational Costs. EMAX Consulting, a specialist in the global contact centre market, has delivered a suite of efficiency and effectiveness improvements for Dudley Metropolitan Borough Council (MBC) Housing Services in order to re-launch its 24 hour contact centre.

The contact centre has, for example, implemented a leading edge online appointment setting system, affording customers significantly greater flexibility to interact with Dudley MBC Housing Services than was previously possible. In addition to improving customer interaction, the automated system will also enable the organisation to manage the cost of improved service delivery, helping to achieve Dudley MBC’s financial targets.The project has focussed on improving the quality of services provided by the contact centre – particularly where information and communications technology are critical to the organisation’s ongoing improvement.In order to re-launch the contact centre in March 2005, EMAX Consulting worked closely with Dudley MBC Housing Services to restore the contact centre’s performance to best practice standards, meeting target service levels and improving agents’ consistency of performance.