C2C

Meeting the challenges of e-government

Insight is proud to have been a key human resource management partner in the development of Cardiff County Council's 'Connect 2 Cardiff' contact centre initiative. The 'multi-channel' service enables local people to engage with Council Services via telephone, face-to-face, email, fax, mobile phone text or webchat.

Our Brief

We, alongside Mitel Networks (who provide the technological drivers) have helped Cardiff to deliver its vision for a contact centre that simultaneously:

  • Delivered a comprehensive range of the highest quality customer services for local people; and
  • Offered a positive environment for staff to learn, grow and excel in their work.

    We agreed with Cardiff that the only way to deliver truly excellent services to local people was through genuinely motivated staff, equipped with the skills to maximise the technology available to them.
    How we helped

    After familiarising ourself with Cardiff's vision we implemented the following actions: -

  • Defined competency frameworks for management, supervisory and operations staff that reflected the high standards and positive styles required at each level
  • Designed assessment centre processes including realistic simulations of the type of tasks and challenges that would face successful candidates
  • Helped select a highly successful Contact Centre Manager to drive the project forward
  • Delivered cutting-edge induction and training programmes using elements of psychology, NLP and transactional analysis to develop truly customer-centred approaches
  • Entered into coaching relationship with management and supervisory staff, using 360º feedback processes to define areas for enhanced performance
    The Results

    Cardiff's C2C project has been hailed as a success by both local people and internal customers. Some measures of the success of C2C include:

  • Excellent feedback from local people
  • A national award for innovation
  • High levels of 'first-time call resolution'
  • Growth of the centre - it now provides the first point of contact for an ever broader range of Council Services
  • High levels of staff motivation and the progression of many individuals into more senior roles
  • Very low levels of staff turnover
  • Insight continues to work with C2C to support the continuation of this progressive example of e-government in action


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