News & Blog

MATS a strong aid to Peterborough City Council's efficiency

“What started as an NI14 proposition has now also become a strong aid to the City Council’s efficiency strategy – it gives us so much more information for meaningful conversations with back offices” comments Mark Sandhu, Customer Services Manager, Peterborough CC, on the installation of MATS Call Logger.

The government's NI14 directive seeks to reduce costs and boost efficiency in public sector's 700+ contact centres (*) without harming customer service levels.

One of the main routes to achieving this goal is seen as freeing up resource by reducing the amount of Avoidable Contact into the contact centres.

This represents a perfect opportunity for MATS, which has an impressive track record in this area, for example by reducing in- and out-bound avoidable contact at a top 5 UK mortgage lender by around 65%.

However, in order to install an appropriate solution it is first necessary to define and fully understand the nature and scale of the problem. Many public sector contact centres are not readily equipped to do this.

To solve this issue MatsSoft developed a new and simplified version of MATS to allow contact centre operatives to define and record the types of calls they receive and whether they were avoidable calls.

This process reveals the information required to understand the specific avoidable contact issues (and opportunities) that each contact centre faces.

Then, the installation of the full version of MATS will be based on a sound business case and will be fine-tuned to deliver the best and quickest solution to a contact centre's specific avoidable contact goals.

(*) as defined in 'The Varney Report 2006: Service transformation: A better service for citizens and business, a better deal for the taxpayer."

For further information on MATS for Call Logging and to arrange a demonstration, contact us here.