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Enhancing Customer Service Efficiency through Channel Shift at Surrey County Council

This document outlines a collaborative discussion led by Simon Pollock, Head of Customer Service at Surrey County Council, focusing on the Channel Shift strategy and its successful implementation. The conversation covers key aspects such as participant introductions, the rationale for engagement, successful case examples, organizational needs, and general reflections. Notably, the report highlights a significant drop in the cost per contact to below 50p as of April 2011, demonstrating improved efficiency in customer service operations.

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Enhancing Customer Service Efficiency through Channel Shift at Surrey County Council

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  1. Channel Shift Simon Pollock Head of Customer Service Surrey County Council

  2. Authors Sarah Fogden, Cabinet Office Bob Kamall, Cabinet Office Carolyn Cho, Cabinet Office Stephen Dodson, DC10plus Marin Herbert, Student Loans Company Simon Pollock, Surrey County Council

  3. Surrey’s Channel Strategy 3

  4. Table Discussion • Who are you and what do you do? • Why are you here? • Some examples of good results with Channel Shift that you’ve had? • Is there any help you or your organisation need? • Any general comments? • One person to summarise the table please

  5. Channel Shift at Surrey

  6. Channel Shift at Surrey

  7. Falling Cost Per Contact ****Update**** Cost per contact for April 2011 has dropped below 50p

  8. one

  9. Who’s in Charge?

  10. Who’s in Charge?

  11. Customer Services Web Team Contact Centre CSI Team

  12. two

  13. Good Housekeeping

  14. three

  15. Why Use the Public Website?

  16. discussion

  17. Table Discussion • Who are you and what do you do? • Why are you here? • Some examples of good results with Channel Shift that you’ve had? • Is there any help you or your organisation need? • Any general comments? • One person to summarise the table please

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